The 2024 EX Relevance Report highlights that employees remain the foundation of customer experience, but many lack the right tools to perform effectively. From a survey of 4,000 workers in the US and UK, it found 56% believe poor self-service impacts brand perception, with many defaulting to human support when digital systems fail. Over a third report frustration or burnout when they cannot access the right information, with executives and IT teams hit hardest. While 52% of field support and 50% of sales see generative AI as a way to speed up access to knowledge, nearly 6 in 10 employees say their workplace lacks clear GenAI policies. The report emphasizes that robust AI search, trusted guardrails, and unified knowledge platforms are essential to boost productivity, trust, and employee emp

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