ArticlesPricing

Products

See All Solutions →
By ProductEMARKETER PRO+Analyst Access Program
By Use CaseDetermine Market SizingDevelop StrategiesAllocate BudgetBenchmark PerformanceWin New BusinessDevelop Go-to-Market StrategyStay InformedThought LeadershipSee All Use Cases →
Advertising & Sponsorship
Boost your brand and generate demand with media programs.
Learn More →

Events & Resources

Learning Center
Read through guides, explore resource hubs, and sample our coverage.
Learn More →
Events
Register for an upcoming webinar and track which industry events our analysts attend.
Learn More →
Podcasts
Listen to our podcast, Behind the Numbers for the latest news and insights.
Learn More →

Topics

See All Topics →
Advertising & MarketingSocial MediaContent MarketingEmail MarketingVideoBrowse All →
Ecommerce & RetailEcommerce SalesMcommerceRetail SalesSocial CommerceBrowse All →
Financial ServicesBankingPaymentsFintechWealth ManagementBrowse All →
GeographiesAsia-PacificCentral & Eastern EuropeLatin AmericaMiddle East & AfricaNorth AmericaWestern Europe
HealthValue-Based CareDigital TherapeuticsTelehealthOnline PharmacyBrowse All →
TechnologyConnected Devices5GArtificial Intelligence (AI)Browse All →
More IndustriesReal EstateCustomer ExperienceB2BTravelSmall Business (SMB)Browse All →

Latest Articles

Explore our Research →

Shoppers do their homework before heading to stores

Article |
 Aug 29, 2025

RFK Jr. set to testify at Senate hearing in wake of CDC upheaval

Article |
 Aug 29, 2025

Apparel winners and losers in 2025

Article |
 Aug 29, 2025

The big answers: EMARKETER Daily quiz

Article |
 Aug 28, 2025

Gen Zers, Millennials consider beauty products essential

Article |
 Aug 28, 2025

No click, no problem: How retailers can succeed in a zero-click world

Article |
 Aug 28, 2025

Sports and news shift to streaming as linear TV faces tipping point

Article |
 Aug 28, 2025

Revolut takes big step toward expanding in the US

Article |
 Aug 28, 2025

Neurologists think in terms of drug categories, not product names

Article |
 Aug 28, 2025

Citi Wealth’s two new AI tools can supercharge client communications

Article |
 Aug 28, 2025
Browse All →

About

Our Story
Learn more about our mission and how EMARKETER came to be.
Learn More →
Our Clients
Key decision-makers share why they find EMARKETER so critical.
Learn More →
Our People
Take a look into our corporate culture and view our open roles.
Join the Team →
Our Methodology
Rigorous proprietary data vetting strips biases and produces superior insights.
Learn More →
Newsroom
See our latest press releases, news articles or download our press kit.
Learn More →
Contact Us
Speak to a member of our team to learn more about EMARKETER.
Contact Us →
EMARKETER

AI in Customer Experience

How AI Is Improving the Ways Companies Reach Consumers

Report by Jessica Lis  |  Mar 31, 2022
Download
Report
Deck
Share
Table of Contents
Executive Summary
Key Points
AI Spending in CX
Key Uses of AI in CX
Best Practices
Read Next
Sources
Media Gallery
About This Report
AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.
Topics
Customer Experience
Technology
United States
Table of Contents
Executive Summary
Key Points
AI Spending in CX
Key Uses of AI in CX
Best Practices
Read Next
Sources
Media Gallery

Executive Summary

Best practices in customer experience (CX) are rapidly changing as promising applications of AI make their way into a company’s commonly used technology.

3 KEY QUESTIONS THIS REPORT WILL ANSWER

  1. How will AI change how businesses reach potential customers and CX strategy in general?
  2. What are innovative ways companies are using AI-enhanced CX technology?
  3. How can strategists and marketers leverage this to develop better CX with AI and build new products based on best practices?

WHAT’S IN THIS REPORT? Insights into how AI can improve CX and what companies are—and should be—doing to stay ahead.

Areas of Increased Investment in the Past Year for Their Customer Experience Strategy According to US Marketers, July 2021 (% of respondents)
E-Mail ChartDownload

KEY STAT: Nearly half of US marketers polled in September 2021 have increased CX-related AI investments in the preceding year.

Here’s what’s in the full report

2files

Exportable files for easy reading, analysis and sharing.

11charts

Reliable data in simple displays for presentations and quick decision making.

Table of Contents

  1. Executive Summary
  2. Key Points
  3. AI Spending in CX
  1. Key Uses of AI in CX
  2. Best Practices
  3. Read Next
  1. Sources
  2. Media Gallery

Charts in This Report

Areas of Increased Investment in the Past Year for Their Customer Experience Strategy According to US Marketers, July 2021 (% of respondents)Impact of Customer Experience on Purchasing Behaviors of Internet Users in Select Countries, July 2021 (% of respondents)
Decision-Makers in North America Who Agree that Continuous Customer Experience Innovation Is Needed to Prevent Losing Customers to Competitors, Q2 2021 (% of respondents)Customer Support Solutions Their Company Uses According to Customer Experience Professionals Worldwide, 2020 & 2021 (% of respondents)
Leading Ways that Companies Are Experimenting with AI in Digital Marketing According to US Executives, Nov 2021 (% of respondents)Support Capabilities Their Company Is Planning to Implement According to Customer Experience Professionals Worldwide, July 2021 (% of respondents)
Ways that US Executives Are Currently Using AI to Improve Customer Satisfaction, Nov 2021 (% of respondents)Reasons US Consumers Use Chatbots, Nov 2021 (% of respondents)
Leading Drivers of Advancement/Innovation in Their Customer Experience Strategy According to US Marketers, July 2021 (% of respondents)Current Use of AI/Machine Learning to Provide Personalized Customer Experiences According to US Executives, Nov 2021 (% of respondents)
Reasons for AI/Machine Learning Research and Development Failures According to IT Decision-Makers Worldwide, Jan 2021 (% of respondents)

authors

Jessica Lis

Contributors

Chris Keating
Director, Research
Tracy Tang
Senior Researcher
Michael Tattersall
Analyst
Yoram Wurmser
Principal Analyst
Already have a subscription?Sign In

Access All Charts and Data

Gain access to reliable data presented in clear and intelligible displays for quick understanding and decision making on the most important topics related to your industry

Become a Client
Unlock Unlimited Insights with PRO+
Schedule a Demo