To lead in the AI era, you have to keep moving.

Expectations for customer experience are evolving at a breakneck pace. And all that early excitement about AI’s transformational benefits, from hyper-personalization to seamless interactions? Many of those first-movers have struggled to translate the technology’s potential into truly satisfying experiences.

Consumers have noticed, and are frustrated by the gap between AI’s promise and reality. With AI setting a new bar for speed and personalization, people expect experiences to have intelligence built in. But our research indicates the majority of consumers are dissatisfied with the current state of customer experience.