Liveperson's 2023 state of customer engagement report reveals sharp disconnects between brands and consumers on cx and ai

Consumers became more critical of customer engagement over the past year, and disagree with the high marks brands give themselves for personalization and automation positive sentiment toward ai experiences rises to an all-time high, with gen z shoppers most excited about getting help and making purchases through automation new york , feb. 15, 2023 /prnewswire/ -- liveperson  (nasdaq: lpsn), a global leader in conversational ai, today revealed the results of its 2023 state of customer engagement report , providing a detailed look at how both enterprises and their customers view digital experiences, conversational commerce, and chatbots and ai. the report, based on survey results from over 2500 consumers and more than 1000 brand executives, finds that there are large gaps between how brands think about and execute customer engagement strategies, and what their customers actually want.
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