Free Benchmarks Report
Free Benchmarks Report
The State of AI and B2B CX Benchmarks Report captures insights from over 300 customer experience professionals worldwide to explore one of today's biggest CX questions: how do we embrace AI without losing the human touch? Drawing from voices across small businesses to major enterprises in tech, manufacturing, finance, and consulting, the report reveals how B2B companies are really handling AI adoption in their customer experience programs.
The Investment Gap
There's a significant gap between AI ambitions and actual implementation. Our research uncovers where B2B companies are putting their money and why many AI initiatives struggle to take off.
AI in Action: Real-World Applications
Beyond the hype, which AI solutions are actually working in B2B customer experience? We examined everyday implementations to identify what's delivering real value versus what's still experimental.
Planning vs. Doing
Most companies have AI strategies on paper, but execution tells a different story. Our findings reveal the common barriers preventing organizations from turning their CX AI plans into reality.
The Future of Human-Led CX
The next wave of customer experience won't be about replacing humans with AI — it's about empowering people with intelligent tools. Here's where industry leaders see the biggest opportunities ahead.
Take a Peek Inside
Benchmarks to lead your program with confidence, stay meaningfully connected to your customers, and future-proof your CX strategy in this new age of AI.
State of AI Adoption in CX
AI adoption in CX
is high on ambition,
but low on completion.
The Investment Gap
This isn’t a tech gap,
it’s a commitment gap.
AI Solutions in Everyday Business Use
Most orgs are automating CX at
the front door, but few are
reimagining it end to end.
The Anticipated Effects of AI in CX
So, what impact
is AI having today?
Let's find out.