SURVEY

The Future of AI in Customer Experience

We asked leaders across the industry about how AI is shaping the future of their CX. Download the report here to find out what’s working — and what’s not.

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Understand the real-world usage, challenges, and opportunities AI presents in CX in our latest survey report.

Get actionable insights and key takeaways to help you refine your own AI strategy for maximum impact—based on what the best in the space are saying.

Who we surveyed:
You’ll hear from people in industries like ecommerce, financial services, SaaS, and Healthcare.

What they’re thinking about:
"AI isn’t just about efficiency—it’s about transforming how we connect with customers at scale."

"Our biggest lesson? Clear goals and a clear timeline. AI isn’t a ‘set it and forget it’ tool."

"We’re building for the future—not just for next year, but for the next decade."

WHAT’S INSIDE

Expectations vs. reality and defining success when it comes to implementing AI in CX

Tips, advice, and best practices for those new in the AI world

Positioning, presentation, and training for team success

Charting the future: goals, action plans, and key takeaways from industry leaders

While 54% of respondents reported achieving their expected results, 45% said their implementations fell short, often due to challenges in technology readiness, team buy-in, and compliance requirements.

Need a little help evolving your AI strategy right now?

We bring together expert CX professionals and generative AI—let’s talk about how we can help you succeed.

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LIVE WEBINAR

Debunking CX myths about AI

November 20th, 2024
10am - 10:45 PST

The Speakers

Tod Famous

Crescendo

Mercer Smith

PartnerHero

What we’ll be talking about

Join Tod Famous, Chief Product Officer at Crescendo AI and Mercer Smith, VP of Community and Content Strategy at PartnerHero to unpack the misconceptions about AI in the CX space. We’ll look at how a well implemented AI strategy can empower CX leaders, enhance the roles of human agents and transform the capabilities of a CX program for the better. Participants will learn what skills they’ll need to set themselves up for success in a landscape altered by AI, how to use the tooling to create more personalized, data-driven customer experiences and more.

Ninety percent of customers say they’re more likely to do business with a company that offers excellent customer service. In the age of AI, meeting those expectations demands a new approach.