The dawn of AI-curated experience is here. The transformative impact of AI is ramping up. AI is shaping how consumers shop, search, and stream – while brands are increasingly integrating AI decision-making into CX strategies.

Our findings show that more than half of brands already use AI to steer customer journeys, and 83% of consumers are comfortable with brands using AI to influence their decisions. So, what does the future of CX look like when algorithms are doing the thinking?

To hear both sides of the CX story, we spoke to 600 business leaders and 4,000 consumers.