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  • ‘It destroys the purpose of humanity’: Customers are saying . . .
    Many companies joined the rush and started to wedge AI into their existing products Zoom offers AI summaries of conference calls, and Microsoft Office apps have AI around every corner, waiting to
  • Beyond The Hype: What 1,000 U. S. Customers Really Think About AI
    As of the beginning of this year, just 27% of customers think self-service or automated customer support using AI-powered technology can deliver as good of a customer experience as a live
  • Nearly 60% Use AI to Shop — Here’s What That Means for Brands . . .
    Consumers are increasingly offloading the mental burden of choice to AI, while still keeping the final say I call this “augmented decision-making ” That shift compresses the traditional customer journey With nearly 77% of people saying AI helps them make faster decisions, the old marketing funnel doesn’t really apply anymore
  • 25 Stats About AI In Customer Experience That Show How . . .
    61% of consumers say humans understand their needs better than AI 53% say it provides more thorough explanations 52% say human customer service agents are less likely to frustrate them than chatbots 50% say humans offer more options to address their problems
  • Me, my brand and AI: The new world of consumer engagement
    This shift is fueled by two key AI capabilities: empathy, where AI understands and learns from human sentiment; and autonomy, where it anticipates needs and takes action These evolving capabilities are unlocking new experiences and business models, such as personalized health support or AI-driven meal planning (see Figure 2)
  • The Future of Customer Service Is AI Chatbots, but Americans . . .
    Businesses are turning to AI chatbots to deal with customer service The new tech saves them money, but it's leaving a lot of people frustrated
  • The future of customer experience: Embracing agentic AI
    Oana Cheta: I would say design for automation and disruption in the long run, but focus on the building blocks in the short run Malte Kosub: We always say start small, integrate the first systems, learn quick, and think big, because this is an opportunity for every enterprise out there to make big leaps forward in their customer experience





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