Study background & key findings

In April 2024, Aspire CCS surveyed nearly 4,000 consumers in a dozen countries across North America, Latin America, Europe, and Australia. These respondents represent a wide range of socioeconomic and educational strata across the generational spectrum.

The study provides an up-to-date perspective on consumer channel preferences as well as demand for digital delivery and other emerging technologies (especially artificial intelligence). It also highlights consumers’ overall view of the state of customer communications and the aspects of communications experience they consider most vital.

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Aspire CCS Global Consumer Research: Communications, CX, and AI Insights includes detailed analysis regarding:

• Consumer rankings of customer communications interactions by use case and vertical
• Consumer channel preferences for both one-off tasks and ongoing interactions
• The most important aspects of a positive communications interaction and the negative experiences that are most likely to lead consumers to switch providers
• Consumer demand for digital delivery and the measures most likely to encourage paperless adoption
• Consumers’ greatest frustrations with online forms
• Consumer willingness to engage AI across a range of common use cases

Aspire CCS’s latest research also addresses questions like:

• Do consumers believe customer communications interactions are improving?
• Which consumer demographics are the most likely to be confused by customer communications?
• How can businesses best encourage consumers to interact with AI chatbots and virtual assistants?