It’s official: U.S. and Canadian consumers are angrier than ever before. 

According to the November 2025 CX and Communications Consumer Insights study by Broadridge Financial Solutions, 71% of consumers say that companies need to improve their customer experience. That’s double the percentage from 2019. 

It also means that when customers call you, they’re already frustrated from previous bad experiences. So even the slightest misstep—real or perceived—can set off a nasty reaction. 

Since customer relations rise or fall on human interaction, it seems counterintuitive that AI could actually improve them. But it can, by helping you become more responsive to your customers’ needs. For example:

• Call follow-up can alert your CSRs to a missed call, so you can follow up quickly, before the customer books an appointment with someone else.

• After-hours call routing can ensure that emergency calls are forwarded to the tech or manager on call, 24/7. Fast response to a heating, plumbing, or electrical emergency can earn years of customer gratitude.

• Automation can alert customers to where they stand in the service queue, so they can plan their day better—and cut down on “Where’s my tech?” calls.

• Online review management can help you respond appropriately to good reviews right away—and address negative ones offline with the customer, minimizing damage to your company’s reputation.

Automation also ensures that the proper follow-up and reactions take place. You don’t have to rely on someone remembering to take the proper steps, especially on a busy day. The notifications and procedures happen automatically.

Customers notice and appreciate responsive service. And In this age of the angry consumer, if you provide good service, you'll stand out—and earn repeat business.