Align Your AI Initiatives With Consumer Expectations

In partnership with Execs In The Know, Gladly is thrilled to announce a new research report, “AI for CX: Exploring Consumer Perceptions.” This comprehensive 30+ page report delves into consumer views on AI’s impact on customer experience, highlighting their current experiences, concerns, and differing opinions based on their familiarity with AI.

A few key insights from this latest research: 

• 55% of consumers would interact with an AI-powered virtual agent if it meant a faster, easier resolution to a customer care issue.


• 45% of consumers thought it was appropriate for brands to use AI to assist customers in resolving their customer care issues.


• 41% of consumers have an improved opinion of companies that are expanding their use of AI-powered technologies (whereas 17% have a decreased opinion).

Along with these and dozens of other results, the report also contains valuable perspectives from CX leaders at leading brands, as well as and insightful commentary from Chris Van Wagoner, Director, Customer Lifecycle and Community at Gladly, as he explores how companies can capitalize on a new “Era of Irrational Loyalty.”