Customer experience in the age of AI

In CX, AI is a long game: Go beyond the hype and turn AI into
a competitive advantage

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We surveyed 1,000 CX leaders and found that

83%

believe AI will be a clear differentiator for them in the future

59%

expect that adopting AI in customer experience will lead to increased customer loyalty and lifetime value

70%

report that AI is helping their journeys feel more empathetic to the customer

69%

say their organisation has a plan for ethical AI deployments

Artificial intelligence (AI) is redefining how consumers and business leaders view customer experience (CX) — and it’s rapidly becoming indispensable.

More than 80% of CX executives believe AI will be a clear differentiator for their organisation in the future and 59% say adopting AI in customer experience will lead to increased customer loyalty and lifetime value, according to the report “Customer experience in the age of AI.”

Businesses that fail to weave AI strategies into the fabric of their experience operations risk falling behind competitors, losing customers and demotivating employees.

This report explores how to make AI work for your customers, your employees and your organisation.

Highlights

AI is quickly becoming an indispensable part of a successful CX strategy.
AI is making significant inroads in personalisation and customer journey analysis.
AI-powered chatbots are widely used, but few organisations are leveraging AI’s full potential across the customer and employee experience.
AI deployments face challenges around data strategy, regulatory uncertainty and employee concerns, but many CX leaders have strategies in place to overcome these.
AI is reshaping the employee experience and transforming how service is delivered.

“Cutting down complexity in every possible way will be the biggest boon for AI in the customer experience.”

Christine “CK” Kerley, a global speaker and consultant on AI and technology

CX leaders are using AI to

76%

personalise the customer experience

72%

understand pain points in the customer journey

65%

streamline the customer journey across channels

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The evolving role of human agents in an AI-enhanced world

The skills valued in human customer service agents are shifting as AI becomes more prevalent in CX operations — including the ability to work with AI tools. “AI will allow employees to focus on higher level strategic things,” said R “Ray” Wang, Principal Analyst and Founder at Constellation Research.

Learn how to make AI work for your customers, your employees and your organisation

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