AI in Customer Experience

How AI Is Improving the Ways Companies Reach Consumers

Report by Jessica Lis  | Mar 31, 2022
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Table of Contents
Executive Summary
Key Points
AI Spending in CX
Key Uses of AI in CX
Best Practices
Read Next
Sources
Media Gallery
About This Report
AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.
Topics
Customer Experience
Technology
United States
Table of Contents
Executive Summary
Key Points
AI Spending in CX
Key Uses of AI in CX
Best Practices
Read Next
Sources
Media Gallery

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.

3 KEY QUESTIONS THIS REPORT WILL ANSWER

  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.

Areas of Increased Investment in the Past Year for Their Customer Experience Strategy According to US Marketers, July 2021 (% of respondents)
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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

Charts in This Report

Areas of Increased Investment in the Past Year for Their Customer Experience Strategy According to US Marketers, July 2021 (% of respondents)Impact of Customer Experience on Purchasing Behaviors of Internet Users in Select Countries, July 2021 (% of respondents)
Decision-Makers in North America Who Agree that Continuous Customer Experience Innovation Is Needed to Prevent Losing Customers to Competitors, Q2 2021 (% of respondents)Customer Support Solutions Their Company Uses According to Customer Experience Professionals Worldwide, 2020 & 2021 (% of respondents)
Leading Ways that Companies Are Experimenting with AI in Digital Marketing According to US Executives, Nov 2021 (% of respondents)Support Capabilities Their Company Is Planning to Implement According to Customer Experience Professionals Worldwide, July 2021 (% of respondents)
Ways that US Executives Are Currently Using AI to Improve Customer Satisfaction, Nov 2021 (% of respondents)Reasons US Consumers Use Chatbots, Nov 2021 (% of respondents)
Leading Drivers of Advancement/Innovation in Their Customer Experience Strategy According to US Marketers, July 2021 (% of respondents)Current Use of AI/Machine Learning to Provide Personalized Customer Experiences According to US Executives, Nov 2021 (% of respondents)
Reasons for AI/Machine Learning Research and Development Failures According to IT Decision-Makers Worldwide, Jan 2021 (% of respondents)

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authors

Jessica Lis

Contributors

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