Based on CCW Digital research, this infographic identifies common drivers of customer frustration, including long wait times, repetitive questions, frequent transfers, and limited support hours. It highlights gaps in self-service, with only 10% of customers fully resolving issues without an agent and just 3% believing self-service options are sufficient. Trust in chatbots remains low, with 85% of customers rating them as less dependable than human agents. The visual emphasizes the need for intelligent CX solutions that combine automation, personalization, and human support to reduce friction and improve engagement.

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