SAP says poor customer experience puts $3 trillion in global sales at risk in 2026 - SAP News | RalliesSAP says poor customer experience puts $3 trillion in global sales at risk in 2026
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SAP• SAP analysis flags global sales at risk
- SAP analysis flagged USD 3 trillion in global sales at risk in 2026 from poor customer experiences, citing Forbes data.
- Consumers cut USD 2.1 trillion in spending, abandoning USD 865 billion outright as tolerance for friction fell across channels.
AI-driven shopping and service preferences
- AI-driven traffic to U.S. retail sites rose 4,700% year over year; nearly 60% of consumers have used AI to shop.
- Service sentiment remained negative: 79% of Americans preferred human support; 89% wanted a real-person option.
Call center turnover and replacement costs
- Call center turnover ran 40%-45%, rising to 55%-60% in high-stress sectors; replacing one agent cost up to USD 46,000.
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