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1、How brands can crackthe codeThis report was produced byAI for better CX2AI for better CX Executive summaryOur findings in shortAI in CX:What do brands gain?Consumers verdict:MixedData,skills and metrics are holding companiesbackIs the human role in CX secure?AI in CX:Cracking the codeAbout the resea

2、rch345812 151819Contents3AI for better CX Brands have been using artificial intelligence(AI)in customer interactions for almost a decade,with intelligent chatbots being the prime example.But the rapid ascent of generative AI has opened managements eyes to the technologys vast potential to improve cu

3、stomer experience(CX).Hyper-personalization,automated note-taking and call processing,and real-time prompts for responding to customer queries are just some of the ways this technology could help CX teams.But are they using it to good effect?We surveyed senior business executives and consumers to fi

4、nd out what kind of impact AI is having on CX.We learned that brands are actively developing CX use cases for AI,and they see it paying off for them in areas such as personalization,customer support and overall customer loyalty.But its not all good news.Most consumers are not seeing any improvements

5、 in personalized experiences that could be attributed to AI.And they think that brands are not providing enough access to humans in automated interactions.Our survey polled 5,000 consumers and 500 executives in seven countries.We asked the consumers how comfortable they are with the AI-enabled inter

6、actions theyre having with brands.And we asked the executives about the challenges they face when they use AI in CXand how they plan to overcome them.We also spoke to four CX experts to find out their thoughts on AI:John Aylward Career Chief Marketing Officer Morlon Bell-Izzard Senior Vice President