AI for Better CX: How Brands Can Crack the Code

An infographic exploring the growing role of Artificial Intelligence (AI) in Customer Experiences (CX) and its impact.

AI's Growing Role in Customer Experiences

Artificial intelligence (AI) is increasingly influencing customer experiences (CX). This report, based on Verizon's fifth CX Annual Insights, surveyed 5,000 consumers and 500 executives across seven countries to understand the effectiveness of AI in CX.

Brands Feel Positive About AI in CX

72%

of executives say their companies' CX metrics have improved.

52%

say AI played a significant role in the improvement.

Consumer Sentiment Towards AI in CX

Consumers express reservations about AI's role in their interactions.

47%

of consumers cite not being able to reach a human agent as their main frustration with automated interactions.

30%

of consumers say AI-led personalization has detracted from their overall experience.

The Disconnect: Hurdles to Better CX

Several challenges hinder brands from achieving a better CX through AI.

65%

of brands state data privacy rules limit their ability to use AI for personalization.

46%

identify inadequate data quality and skills gaps as chief pain points.

Navigating the Future of CX with AI

Brands are actively seeking ways to improve their AI-driven CX strategies.

~33%

of executives prioritize developing new metrics to measure AI's impact on CX in the next two years.

44%

of brands plan to invest equally in AI-driven and human-driven CX improvements.

Staff Skills Need an Update

Enhancing employee skills is crucial for effective AI integration in CX.

Understanding AI prompts during interactions

Handling customer complaints about chatbots

Handling complaints about data privacy

Image depicting a team collaborating around a table, symbolizing staff training and development.

Plan Your Next Move with Verizon

Verizon Business offers support for brands charting their path to better CX using AI. Contact your Verizon Business representative for more information.

Read the full report at verizon.com/business/resources/reports/cx-annual-insights/.

Image of a person standing next to a display stand with Verizon branding, suggesting a business partnership or service.

	AI for Better Customer Experience: How Brands Can Crack the Code This report explores the impact of Artificial Intelligence (AI) on Customer Experience (CX), examining how brands are using AI, the benefits they perceive, and the challenges they face. It includes insights from consumer and executive surveys, highlighting areas like personalization, customer support, and the importance of human interaction.
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