Customer expectations for digital service are rising faster than many businesses realize. The report shows that 52% of consumers prefer chat, but only 31% of businesses offer chat as a customer service channel. It also highlights that 81% of consumers want more self-service, while businesses estimate only 60%, and 46% of consumers use Google first to resolve service issues. This whitepaper helps businesses identify CX blind spots, improve digital channels, strengthen self-service, and protect loyalty before poor experiences drive customers away.
What’s Inside
- Introduction & Key Findings: Key gaps between consumer expectations and business assumptions in digital customer experience.
- Digital CX Priorities: How businesses are using and expanding channels such as chat, email, website, messaging, mobile apps, and Google search.
- Self-Service Priorities: Why consumers want smarter, faster, and more capable self-service options.
- Consumer Digital Channel Preferences: What channels consumers prefer most for customer service, including chat, email, and company websites.
- Google as a Service Channel: How consumers use Google search as a first step for resolving support issues.
- Consumer Satisfaction & Attitudes: How satisfied consumers are with current self-service tools and where businesses overestimate performance.
- Brand Loyalty Impact: How poor digital and non-digital service experiences affect customer churn and brand abandonment.
- Customer Service Frustrations: The main pain points consumers face, including waiting on hold, repeating information, and slow issue resolution.
- Business and Consumer Demographics: Survey profile across U.S. and U.K. businesses, consumers, age groups, income levels, and CX roles.’
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