AI transformed customer experience in 2025 with predictive service, voice AI, sentiment engines, WhatsApp bots, and autonomous workflows.
Verizon’s CX Annual Insights report finds 88% of consumers prefer human-led service over AI, with frustrations around hand-offs and personalization gaps. The future of CX lies in AI-human balance.
Brands are embracing AI to improve CX, but risk losing empathy. Experts stress the need for balancing automation with human-first approaches to build lasting trust.
