AI-Driven Customer Experience Set to Deliver Tangible Value in 2025, Study Finds

New Study Reveals 2025 as the Year AI-Powered CX Delivers Real-World Value

Verint’s latest report, The State of Customer Experience 2025, highlights a clear trend: AI is becoming essential in delivering customer experiences that meet rising consumer expectations. Based on responses from 5,000 U.S. consumers, the study shows that brands must prioritize efficient, AI-driven CX or risk losing customers.

Key Findings for Customer Support Professionals

• AI Is Expected, Not Optional: 86% of consumers appreciate AI’s role in customer service. Among younger consumers (18-34), that number jumps to 98%. Customers want interactions that are swift and effective.
• Efficiency Beats Empathy: More than half (56%) value getting information quickly over empathetic interactions. This signals that AI-powered self-service must be a priority.
• Digital Channels Are Preferred: 73% favor digital communication over phone calls, with 89% of younger consumers choosing digital first. Supporting digital channels is no longer optional.
• One Bad Experience Can Lose Customers: 78% would consider switching brands after a single poor interaction, up from 67% last year.
• Good CX Drives Loyalty and Revenue: 86% of customers are likely to return to brands that deliver excellent CX, and 81% would recommend those brands to others.

What This Means for Customer Support Teams

Customer support teams must embrace AI tools that enable faster problem resolution and seamless digital experiences. The priority is clear: make interactions quick and efficient. While empathy remains important, consumers are placing higher value on speed and accuracy.

Investing in AI-driven self-service options like chatbots, automated responses, and smart routing can reduce wait times and improve resolution rates. Support teams should also monitor digital channels closely, as these are becoming the primary touchpoints for customer interactions.

Insights from Verint

“We’re now seeing measurable value from AI in customer experience,” said Verint’s Chief Marketing Officer. The report provides a roadmap for brands to maximize AI’s benefits and deliver the kind of customer service that wins loyalty.

Survey Details

The report is based on a survey conducted between January 25 and February 28, 2025, with 5,000 U.S. consumers aged 18 to 74. It offers a comprehensive look at changing consumer expectations and how AI fits into the future of CX.

Learn More and Get Ahead

For customer support professionals looking to build skills in AI-driven customer experience, training is key. Explore courses on AI tools and automation at Complete AI Training to stay current with the technology shaping support roles.

About Verint

Verint is a leader in Customer Experience Automation, supporting over 80 Fortune 100 companies with AI-powered platforms that deliver measurable business outcomes. Their technology helps brands automate interactions and improve customer satisfaction.