AI in Customer Experience: 3 Insights from Our Latest Report

AI is no longer a futuristic concept; it’s the present and future of CX

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Contact CenterInsights

Published: January 13, 2025

Charlie Mitchell

As customer demands evolve and businesses face operational pressures, AI has emerged as a silver bullet in sales, service, and marketing. 

CX Today’s latest report, AI in Customer Experience: Where Are We Now, And Where Are We Going?, offers an in-depth look into how companies are leveraging AI to transform these critical customer-facing functions.

 

Download The Report Here

 

This report comprises insights from 216 global CX leaders and dives into critical trends shaping the industry. Here’s a sneak peek of five thought-provoking findings.

1. Service Teams Have Embraced GenAI

Generative AI is rapidly gaining traction, especially in customer service, with more than 50 percent of contact centers using it to auto-generate customer replies.  

GenAI is also helping streamline QA, auto-generate knowledge articles, and mechanize after call work (ACW) in more than a third of contact centers.  

Many businesses view their contact centers as the most fruitful place for GenAI, with 45.5 percent investing more in GenAI for customer service than any other CX function. That includes commerce, marketing, and sales.  

2. Businesses Unify Their CX Data to Power AI Deployments

90.6 percent of businesses now have a plan to unify customer data across service, sales, and marketing.  

63.8 percent have already done so, connecting the data from across these functions as part of a centralized strategy, likely by laying over a customer data platform (CDP). 

In doing so, CX teams can gain a more holistic view of their customers. Yet, more crucially, they can join key data points, power new AI implementations, and future-proof the customer experience ecosystem.  

3. Confidence in Autonomous AI Is Sky-High

Nearly 79.3 percent of CX leaders now trust autonomous virtual agents to engage with customers, without prior training.  

The results are somewhat surprising, given the high-profile failures of autonomous agents at the start of 2024 – with notable failures in those deployed by DPD and NYC. 

However, the findings demonstrate that CX leaders believe their tech providers have pushed past teething issues. 

Indeed, now many have tested these with a human-in-the-loop in their contact centers (as per point one), they seem prepared to put autonomous AI Agents in front of customers. 

Download the Complete Report!

Beyond the statistics, the report includes expert commentary by Charlie Mitchell, Head of Publication at CX Today, for businesses looking to stay ahead.  

In doing so, the commentary offers more than an AI temperature check, considering data, employee buy-in, and AI education strategies.   

So, whether you’re just beginning your AI journey or looking to expand your capabilities, this report offers invaluable insights to inform your strategy. 

Don’t get left behind in the AI revolution. Download the report today to explore the technologies, trends, and tactics that will define the future of AI-driven CX. 

 

Artificial IntelligenceCCaaSDigital TransformationGenerative AIWorkforce Optimization
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