AI in Customer Experience

How AI Is Improving the Ways Companies Reach Consumers

About This Report
AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.

Executive Summary

Best practices in customer experience (CX) are rapidly changing as promising applications of AI make their way into a company’s commonly used technology.


  1. How will AI change how businesses reach potential customers and CX strategy in general?
  2. What are innovative ways companies are using AI-enhanced CX technology?
  3. How can strategists and marketers leverage this to develop better CX with AI and build new products based on best practices?

WHAT’S IN THIS REPORT? Insights into how AI can improve CX and what companies are—and should be—doing to stay ahead.

KEY STAT: Nearly half of US marketers polled in September 2021 have increased CX-related AI investments in the preceding year.

Here’s what’s in the full report


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Table of Contents

  1. Executive Summary
  2. Key Points
  3. AI Spending in CX
  1. Key Uses of AI in CX
  2. Best Practices
  3. Read Next
  1. Sources
  2. Media Gallery

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Jessica Lis


Chris Keating
Director, Research
Tracy Tang
Senior Researcher
Michael Tattersall
Yoram Wurmser
Principal Analyst