State of AI in CX 2024

As we move through 2024, AI’s impact on customer interactions is growing faster than ever.In the report, we cover a bunch of important findings about AI—how it’s used today, how it’s changing things, the good stuff it brings, how much money it can save, and what the future might look like. Here are some of the key points we found:

  • Only about 14% of companies feel they’re really ready to use AI.
  • 87% of them plan to use more AI in handling customer experiences.
  • Just under 29% are actually checking if AI is giving them a good return on their investment.
  • The biggest perks CX leaders see are better personalization, smarter automation, and sharper data analysis.