The 2024 CX Relevance Report explores how generative AI is reshaping digital customer experiences. From a survey of 4,000 adults in the US and UK, it found that search remains the backbone of brand perception, yet many digital journeys still fall short of in-person expectations. Almost three-quarters of respondents see GenAI as the key to bridging this gap, expecting virtual assistants for product guidance and troubleshooting. Customers want consistency across channels, quick and accurate answers, and personalized interactions, with 54% willing to share data if it improves experiences. The report concludes that AI-powered search and generative experiences are essential to deliver unified, trustworthy, and personalized digital journeys.

Join for free to read