Only 58 percent of people consider themselves happy.
That’s the bombshell statistic of a new Global Happiness Index study, published by NiCE, which surveyed 12,000 people across six countries.
Those countries include the US, UK, Australia, Japan, Brazil, and Mexico.
The figure is down from 66 percent in 2024 and is an unfortunate sign of the times.
After all, political, economic, and environmental discourse is seeping into our everyday lives, as much as many of us try to distract ourselves.
The caveat? Customer happiness has risen over the past 12 months, bucking the downward spiral.
Indeed, it has surged from 36 to 41 percent. That’s a meaningful increase, especially when set against the broader decline.
So What?
For Omer Minkara, VP & Principal Analyst at Aberdeen Research, the "so what" is that the survey underlines how AI is finally starting to transform customer service experiences.
"As AI becomes more user-friendly and powerful, it’s driving greater efficiency, enabling personalization, and allowing CX leaders to better meet expectations," he recently told CX Today.
According to the report, 72 percent of consumers have experienced benefits from AI and automation in customer service, with many experiencing a "wow" moment.
Interestingly, that’s a trend more pronounced among consumers under 35, who report higher satisfaction and greater benefit from AI in service interactions.
That said, there is still a tangible discontent with customer service. After all, 59 percent of consumers remain dissatisfied, many citing cumbersome experiences with previous-generation chatbots.
However, most accept that AI is the future and are ready to embrace it. Indeed, 69 percent of consumers trust brands more when they use AI. They perceive it as a sign that these businesses are investing in making their lives easier.
Wowing Customers with AI
AI has long played a role in customer service, streamlining transactional interactions, automating processes, and helping teams find answers more easily.
However, while it has helped lower customer effort, it hasn’t before contributed to many "wow" moments that stay with the customer and inspire loyalty.