Is Speed More Important to Today’s Consumers than Empathy?
May 29, 2025
Customer expectations keep rising, and the consequences of failing to meet these expectations are clear.
Recently, Customerland examined Verint’s State of Customer Experience 2025 report and highlighted what brands need to know to successfully meet customers’ expectations. For example, efficiency and ease are now top of mind for consumers.
Empathy is still good—but not at the expense of efficiency.
AI must serve a customer-oriented purpose. It must not just automate—it must orchestrate. Transitions from self-service to humans must be smooth. Customers want seamless escalation paths, context-aware transfers, and human backups that feel like a continuation of the interaction, not a reset.
Customer outcomes—not channels, not empathy, not even AI in isolation—are what truly matter to today’s consumers. They want results.
Read more for insights into the lens through which to interpret evolving customer behavior.