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Free Benchmarks Report

The State of Artificial Intelligence & B2B Customer Experience

The era of AI in CX is here, and it's evolving fast. But here’s the catch: automated doesn’t always mean connected. As efficiency accelerates, the human touch at the heart of customer experience is at risk of becoming disconnected. So, how can we embrace AI while staying true to the authentic, relationship-driven experiences that B2B customers value?

Free Benchmarks Report

The State of Artificial Intelligence & B2B Customer Experience

The era of AI in CX is here, and it's evolving fast. But here’s the catch: automated doesn’t always mean connected. As efficiency accelerates, the human touch at the heart of customer experience is at risk of becoming disconnected. So, how can we embrace AI while staying true to the authentic, relationship-driven experiences that B2B customers value?

Uncovering Where the Industry Really Stands on Artificial Intelligence


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.

Digital Imperative

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

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.

CX Core

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.

Bold Moves Results

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

What to Expect


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.

01

State of AI Adoption in CX

AI adoption in CX

is high on ambition,

but low on completion.

02

The Investment Gap

This isn’t a tech gap,

it’s a commitment gap.

03

AI Solutions in Everyday Business Use

Most orgs are automating CX at

the front door, but few are

reimagining it end to end.

04

The Anticipated Effects of AI in CX

So, what impact

is AI having today?

Let's find out.

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