Download

Report

Deck

Table of Contents

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

How will AI change how businesses reach potential customers and CX strategy in general?
What are innovative ways companies are using AI-enhanced CX technology?
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)

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

2files

Exportable files for easy reading, analysis and sharing.

11charts

Reliable data in simple displays for presentations and quick decision making.

Executive Summary
Key Points
AI Spending in CX

Key Uses of AI in CX
Best Practices
Read Next

Sources
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)

Access full deck

View a slide-show representation of this report’s key insights, where carefully vetted data is combined with industry trend analysis, included at no extra cost.

Gain Access to EMARKETER →

Download PPTX

Access All Charts and Data

Gain access to reliable data presented in clear and intelligible displays for quick understanding and decision making on the most important topics related to your industry, included at no extra cost.

Gain Access to EMARKETER →

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

AI in Customer Experience

How AI Is Improving the Ways Companies Reach Consumers

Executive Summary

Here’s what’s in the full report

2files

11charts

Table of Contents

Charts in This Report

Access full deck

Access All Charts and Data

authors

Jessica Lis

Contributors

Latest Reports

Popular on EMARKETER

Latest Forecasts

"Behind the Numbers" Podcast