The AI Revolution in Customer Experience: A New Era of Efficiency and Insight
June 19, 2025, 12:09 pm
Location: United States, New York, Town of Huntington
Employees: 5001-10000
Founded date: 1994
Total raised: $400M
In the fast-paced world of business, customer experience (CX) is the new battleground. Companies are racing to harness the power of artificial intelligence (AI) to meet rising consumer expectations. The stakes are high. A single misstep can lead to lost loyalty and revenue. Recent reports reveal a seismic shift in how consumers engage with brands. The message is clear: adapt or risk obsolescence.
Verint, a leader in CX automation, recently unveiled its findings in the "State of Customer Experience 2025" report. This comprehensive study surveyed 5,000 U.S. consumers, shedding light on their evolving preferences. The results are striking. A staggering 86% of consumers now recognize the benefits of AI in customer service. Among younger consumers, aged 18 to 34, that number skyrockets to 98%. This demographic isn’t just open to AI; they demand it. They want swift, efficient interactions.
Efficiency is the name of the game. The report reveals that 56% of consumers prioritize quick access to information over empathetic service. This is a dramatic shift. In a world where time is money, customers are less interested in emotional connections and more focused on getting answers fast. AI-driven self-service options are no longer optional; they are essential. Brands that fail to adapt may find themselves left behind.
Digital channels dominate consumer preferences. A whopping 73% of consumers prefer digital interactions over traditional phone calls. For the younger generation, this figure jumps to 89%. The era of digital-first CX is here. Companies must embrace this shift or risk alienating a significant portion of their customer base. The transition to digital is not just a trend; it’s a fundamental change in how consumers want to engage with brands.
But the implications of poor customer experiences are dire. The report indicates that a single negative interaction can drive 78% of consumers to consider switching brands. This is a significant increase from 67% in 2024. The pressure is mounting. Brands must deliver exceptional experiences consistently. The cost of failure is steep.
On the flip side, great customer experiences can drive retention and revenue. Brands that excel in CX see 86% of their customers likely to return for future purchases. Additionally, 81% of customers are inclined to recommend these brands to others. The connection between CX and business success is undeniable. Companies that invest in AI and prioritize customer experience will reap the rewards.
Verint’s Genie Bot is a prime example of how AI can transform CX. Launched recently, this powerful tool delivers actionable insights in minutes. It empowers businesses to optimize customer journeys, reduce costs, and increase revenue. In its first day of use, an international financial institution uncovered insights that led to a $5 million revenue boost. An energy provider streamlined workflows, resulting in $3 million in cost savings. These numbers speak volumes. The Genie Bot is not just a tool; it’s a game-changer.
The combination of generative and agentic AI capabilities in the Genie Bot sets it apart. It provides executives with critical insights at unprecedented speed. This level of efficiency is a competitive advantage. Companies that leverage such technology can respond to customer needs swiftly, staying ahead of the curve.
As we look to the future, the role of AI in customer experience will only grow. The insights from Verint’s report serve as a roadmap for brands. They highlight the necessity of embracing AI to meet consumer expectations. The time for action is now. Brands must invest in technology that enhances efficiency and delivers value.
The landscape of customer experience is evolving rapidly. Companies that recognize this shift and adapt accordingly will thrive. Those that cling to outdated methods risk being left in the dust. The message is clear: AI is not just a tool; it’s a necessity.
In conclusion, the future of customer experience is bright for those willing to embrace change. The integration of AI into CX strategies is no longer a luxury; it’s a requirement. Brands must prioritize efficiency, leverage technology, and focus on delivering exceptional experiences. The stakes are high, but the rewards are even greater. The AI revolution in customer experience is here, and it’s transforming the way businesses operate. Adapt, innovate, and thrive in this new era.
Verint, a leader in CX automation, recently unveiled its findings in the "State of Customer Experience 2025" report. This comprehensive study surveyed 5,000 U.S. consumers, shedding light on their evolving preferences. The results are striking. A staggering 86% of consumers now recognize the benefits of AI in customer service. Among younger consumers, aged 18 to 34, that number skyrockets to 98%. This demographic isn’t just open to AI; they demand it. They want swift, efficient interactions.
Efficiency is the name of the game. The report reveals that 56% of consumers prioritize quick access to information over empathetic service. This is a dramatic shift. In a world where time is money, customers are less interested in emotional connections and more focused on getting answers fast. AI-driven self-service options are no longer optional; they are essential. Brands that fail to adapt may find themselves left behind.
Digital channels dominate consumer preferences. A whopping 73% of consumers prefer digital interactions over traditional phone calls. For the younger generation, this figure jumps to 89%. The era of digital-first CX is here. Companies must embrace this shift or risk alienating a significant portion of their customer base. The transition to digital is not just a trend; it’s a fundamental change in how consumers want to engage with brands.
But the implications of poor customer experiences are dire. The report indicates that a single negative interaction can drive 78% of consumers to consider switching brands. This is a significant increase from 67% in 2024. The pressure is mounting. Brands must deliver exceptional experiences consistently. The cost of failure is steep.
On the flip side, great customer experiences can drive retention and revenue. Brands that excel in CX see 86% of their customers likely to return for future purchases. Additionally, 81% of customers are inclined to recommend these brands to others. The connection between CX and business success is undeniable. Companies that invest in AI and prioritize customer experience will reap the rewards.
Verint’s Genie Bot is a prime example of how AI can transform CX. Launched recently, this powerful tool delivers actionable insights in minutes. It empowers businesses to optimize customer journeys, reduce costs, and increase revenue. In its first day of use, an international financial institution uncovered insights that led to a $5 million revenue boost. An energy provider streamlined workflows, resulting in $3 million in cost savings. These numbers speak volumes. The Genie Bot is not just a tool; it’s a game-changer.
The combination of generative and agentic AI capabilities in the Genie Bot sets it apart. It provides executives with critical insights at unprecedented speed. This level of efficiency is a competitive advantage. Companies that leverage such technology can respond to customer needs swiftly, staying ahead of the curve.
As we look to the future, the role of AI in customer experience will only grow. The insights from Verint’s report serve as a roadmap for brands. They highlight the necessity of embracing AI to meet consumer expectations. The time for action is now. Brands must invest in technology that enhances efficiency and delivers value.
The landscape of customer experience is evolving rapidly. Companies that recognize this shift and adapt accordingly will thrive. Those that cling to outdated methods risk being left in the dust. The message is clear: AI is not just a tool; it’s a necessity.
In conclusion, the future of customer experience is bright for those willing to embrace change. The integration of AI into CX strategies is no longer a luxury; it’s a requirement. Brands must prioritize efficiency, leverage technology, and focus on delivering exceptional experiences. The stakes are high, but the rewards are even greater. The AI revolution in customer experience is here, and it’s transforming the way businesses operate. Adapt, innovate, and thrive in this new era.