This survey report explores the use of artificial intelligence (AI) and machine learning (ML) in enhancing customer experience (CX). The Covid-19 pandemic accelerated the adoption of these technologies, and businesses are now taking them to the next level. According to the Global State of CX report, AI has become a top industry investment priority, and many brands are making it a strong investment focus. However, challenges remain during implementation. The report suggests that AI and ML applications must work hand-in-hand with customer service staff to improve CX and employee experience (EX) simultaneously. The financial benefits of AI are far-reaching, including improving talent retention.
