The Customer Experience Management (CXM) industry is shifting from traditional channels to text-based apps, driven by customer demands for flexibility and instant service. Gen AI is at the forefront of this revolution, offering hyper-personalized interactions, increasingly efficient self-service, and round-the-clock resolution. It can enhance the effectiveness of CXM operations and deliver several key advantages to consumers. However, businesses must address concerns such as data privacy, the lack of human touch in AI interactions, and potential inaccuracies to seamlessly integrate technology and meet modern consumer needs, thus avoiding customer dissatisfaction.

In this viewpoint, we explore consumers’ perceptions of gen AI adoption in their customer and contact center experiences. We surveyed over 600 consumers worldwide to understand their readiness for gen AI-enhanced customer experiences. Combining these survey findings with Everest Group’s CXM research and expertise, this report offers data-driven insights into how consumers perceive gen AI adoption in their customer experiences, their readiness across various gen AI CXM use cases, their concerns and challenges with adopting gen AI in their experiences, regional disparities in consumer readiness for gen AI, and the future prospects of gen AI in CXM.

Scope

All industries and geographies

Contents

In this report, we examine:

• Consumer perspective on gen AI in CXM
• Consumer readiness for gen AI across industries
• Regional variations in consumer readiness for gen AI
• The future prospects for gen AI in CXM

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management