AI Fuels Higher Customer Expectations, But CX Lagging
MarTech Today6h ago·1 min readStrategy & Trends
AI Summary
AI is rapidly increasing customer expectations for speed and responsiveness, with many consumers anticipating faster issue resolution and immediate feedback acknowledgment. However, AI is also negatively impacting customer experience for many, primarily due to the difficulty of reaching a human agent when AI solutions fail.
⚡ Marketer Insight
While AI promises efficiency, it's creating a customer experience paradox: faster AI-driven processes are raising expectations for speed, yet the inability to easily access human support when AI falters is a major point of friction.
#customer expectations#ai in cx#customer experience#ai impact
Original article
MarTech Today