AI reshapes customer experience, survey finds
Customer experience (CX) leaders view artificial intelligence as indispensable for modern service delivery, citing improved efficiency, personalisation and insights as key drivers of AI adoption.
A survey of contact centre and customer experience (CX) leaders finds that AI has become ‘non-negotiable’ for organisations seeking to deliver efficient, personalised, and data-driven customer service.
Respondents reported widespread use of AI-enabled tools such as chatbots, virtual agents, and conversational analytics to handle routine queries, triage requests and surface insights from large volumes of interaction data.
CX leaders emphasised AI’s ability to boost service quality and reduce operational costs, enabling faster response times and better outcomes across channels.
Many organisations are investing in AI platforms that integrate with existing systems to automate workflows, assist human agents, and personalise interactions based on real-time customer context.
Despite optimism, leaders also noted challenges, including data quality, governance, skills gaps and maintaining human oversight, and stressed that AI should augment, not replace, human agents.
The article underscores that today’s competitive CX landscape increasingly depends on strategic AI adoption rather than optional experimentation.
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