This report explores how European consumers and CX leaders view service quality, personalization, and technology adoption. While consumers strongly value fast response and first-contact resolution, many report frustration with long wait times and inconsistent experiences. Email and live agents remain dominant channels, though chatbots and messaging apps continue to gain traction. CX leaders acknowledge gaps in personalization, data integration, and cross-department collaboration. The report highlights cloud migration, AI adoption, and employee experience improvements as top priorities. It underscores the business risk of poor CX, noting that many consumers will abandon brands after only a few negative interactions.

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