Observed Signal · Jun 16, 2025 · Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
AI in Customer Experience: Powerful Use Cases You Shouldn't Ignore
This CMSWire article outlines practical applications of artificial intelligence in customer experience (CX), highlighting real-world examples from companies like Daily Harvest and Verizon. It covers AI-powered chatbots for repetitive tasks, contextual support that provides agents with customer history, hyper-personalization using real-time data, customer insight discovery through pattern recognition, self-healing systems for device reliability, and operational efficiency monitoring. The article cites research from Qualtrics and ServiceNow showing that 80% of customers switched brands due to poor CX, and notes that 40,000 Verizon reps use AI-driven tools. It also discusses emerging trends such as agentic AI and emphasizes the importance of training workforces to use AI responsibly alongside human agents.
Presents practical AI use cases in customer experience, relevant to MarTech and AI trends, but not a major industry-shifting event.
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Key Takeaways & Evidence Grounding
- Daily Harvest uses AI for self-service, chatbots, and identifying high-risk customers, leading to cost savings and improved customer success scores.
- Verizon provides AI-driven tools to over 40,000 customer service representatives for instant customer context.
- Qualtrics and ServiceNow research found that 80% of customers switched brands because of poor customer experience.
- University students using a support chatbot scored nearly five marks higher on average.
- The article highlights the rise of agentic AI and self-healing systems as emerging CX trends.
Connected Companies & Entities
5 Entities mapped“At Verizon, for example, AI gave customer service representatives instant access to information about the customer, the interaction and the ...”
“80% of customers said they have switched brands because of poor customer experience, according to research from Qualtrics and ServiceNow....”
“80% of customers said they have switched brands because of poor customer experience, according to research from Qualtrics and ServiceNow....”
“university students who used a chatbot for support scored nearly five marks higher on average (linked to Microsoft blog)....”
“the senior VP and CIO of Verizon Consumer and Business Group, Vivek Gurumurthy, is quoted with a link to McKinsey insights....”
Ontology Mapping & Concepts
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