In CX, leaders are betting big on AI. More than 80% of CX executives believe AI will be a clear differentiator for their organization in the future, and 59% say adopting AI in customer experience will lead to increased customer loyalty and lifetime value.

In our survey of 1,000 CX leaders worldwide, 70% report that AI is a business imperative: 27% say it’s already critical to their CX operations today and 43% expect it to be critical within the next two to three years. This means there’s still an opportunity to lead — but also, a very real risk: Wait too long, and you’ll fall far behind your competition.

Read the “Customer Experience in the Age of AI” report to learn why CX is transforming how service is delivered. You will discover AI is becoming an indispensable part of CX strategy and leaders are using or piloting AI to:

• Personalize the customer experience
• Understand pain points in the customer journey
• Streamline the customer journey across channels