This Ipsos white paper examines how to integrate AI into customer experience (CX) strategies without losing sight of the human element. It warns against rushed AI adoption and highlights risks like bias, privacy breaches, and customer frustration. Despite 68% of people using chatbots, 88% still prefer human support. The FAST framework—Fairness, Accountability, Security, Transparency—guides ethical AI use. Ipsos urges companies to prioritize customer needs, test AI internally, maintain data governance, and balance automation with live interaction to build trust and deliver meaningful, personalized CX.

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