Experts warn that more technology does not guarantee a better customer experience

TechnologyColombiaEl TiempoNov 11, 2026, 1:59 PMAI summary

At Xtrends 2026, an event led by Compensar, representatives from the public, private and academic sectors discussed how customer experience has become a competitiveness factor. According to PwC's 2025 Customer Experience Survey, 52% of consumers stopped buying from a brand due to a bad experience and 70% of executives acknowledge that expectations change faster than their companies' ability to adapt. Cases such as Novha, the AI assistant of Bogotá's District Finance Secretariat, were presented.

In 40 seconds

PwC: 52% of consumers stopped buying from a brand due to a bad experience and 29% left a company because of shortcomings in service.
70% of executives surveyed by PwC say customer expectations evolve faster than their companies' ability to adapt.
Zendesk: 74% of consumers expect 24-hour service and 95% want explanations about decisions made by artificial intelligence systems.

Read the full story at El Tiempo

IASummary generated by artificial intelligence from a story by El Tiempo. It may contain errors: the original source prevails.

experiencia del cliente
inteligencia artificial
Compensar
PwC
Zendesk

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Experts warn that more technology does not guarantee a better customer experience

In 40 seconds

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