AI adoption and consumer rage reveal contrasts between US and Japan

Japanese firms are embracing AI at speed, while US companies remain more cautious. Yet when it comes to service failures, consumers in both markets share a breaking point—difficult escalation and poor access to humans drive anger, disloyalty and even revenge behaviour.

Cultural differences also shape complaint patterns. Americans voice dissatisfaction more often but believe little will change, whereas Japanese consumers avoid complaints due to systemic friction. These contrasts highlight how businesses must tailor CX strategies to market realities while keeping human-centred design at the core of digital transformation.

Read the full article here for deeper insights from the National Customer Experience Forum in Tokyo.