New York, August 13, 2025 (Globe Newswire) – While the brand is celebrating AI-driven efficiency improvements (CX), there is a huge gap between internal profits and the overwhelming service that consumers are experiencing. According to Verizon's CX Annual Insights Reportedly, the future of CX is not just about implementing AI, but also about strategically integrating it to amplify human connections and addressing core customer frustration.
The report is based on a survey of 5,000 consumers and 500 senior executives from seven countries, revealing significant cuts.
- The human touch still reigns the best: Impressive 88% Although consumers are satisfied with interactions that are primarily or entirely processed by human agents, 60% I feel the same way about AI-driven interactions. This preference highlights the fundamental truth. AI efficiency cannot replace the empathy and trust that humans provide.
- Biggest Frustration: Human Handoff: The biggest and only source of consumer dissatisfaction with automated interactions is the inability to speak to human agents who live whenever necessary. Almost half of all consumers (47%) I quoted this as a nuisance to their top. Brands themselves recognize this, and similar proportions of managers report this as the main complaint they receive about AI-enabled interactions.
- Personalization Paradox: Despite personalization being the brand's top AI use case, most consumers don't see profits. In fact, more consumers said that personalization is undermining the overall experience (30%) rather than improving (26%). A key factor is data privacy 65% The executives state that data privacy rules limit the ability to use AI for personalization. This is an important issue 54% Consumers report a decline in trust in businesses that use their personal data properly.
“The future of CX is not about AI replacing humans, it's about using AI to improve human interaction,” said Daniel Lawson, Global Solutions SVP at Verizon Business. “Companies that use AI to book customer needs, empower employees, and enhance personalization while respecting privacy will become market leaders of tomorrow.”
Bridging gaps: Real-world examples of functional AI
Rather than replacing human input, AI is successfully used by companies to enhance team functionality and improve customer experience.
- Power of aggressive help: As outlined in the Insights report, the Energy Utility Company Exelon is a prime example. During the Covid-19 lockdown, the company used AI and predictive analytics to identify middle-income households who may have problems paying their energy bills. This allowed us to actively reach out to personalized recommendations about our assistance programs, gain customer reviews, and prove that AI can solve real-world problems with a human-centered approach.
- AI as an agent assistant: Instead of being used to exchange human agents, AI is used to make them more effective. Exelon pilots generative AI to help customer service representatives handle calls more efficiently by providing the right data at the right time and summarizing calls. This is consistent with the report's recognition that companies equally prioritize investments in both human and AI-driven CX improvements.
About the report:
5th year, Verizon's CX Annual Insights The report was conducted by Financial Times Company longitude. It is based on a survey of 5,000 consumers and 500 senior business executives in the US, Australia, Japan, the UK, France, Germany and the Netherlands. The survey was conducted in October and November 2024.
Verizon Communications Inc. (NYSE, NASDAQ: VZ) enhances how millions of customers live, work and play, providing the demand for mobility, reliable network connectivity and security. Headquartered in New York City, Verizon, serving countries around the world and almost all of the Fortune 500, generated $134.8 billion in revenue in 2024. Verizon's world-class team is stopping innovation to meet today's customers and meeting tomorrow's needs. For more information, please see verizon.com Or find a retailer at verizon.com/stores.
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Media Contact:
Carlos Alcira
carlos.arcila@verizon.com
908-202-0479
