What is CX Trend number 3

Personal AI assistant popularity prompts enterprises to prepare for a future where assistants take the lead.

Consumers are eager to delegate tasks like tracking orders and initiating returns to their personal AI assistants. And in time, they expect enterprises to provide deeper integrations with personal AI assistants, enabling them to handle more complex requests and access sensitive information securely. Attuned to these expectations, some companies have hit the ground running: by 2027, 90% of Trendsetters will design an experience for consumers to use AI assistants across the customer journey.