Unlock key strategies to mastering AI compliance on June 25th 🔓

Register now


Your 2024 CX strategy: Bridge the AI gap

New report reveals divide between consumers and businesses when it comes to AI

Alex Ross

January 10, 20243 minutes

illustration of how a cx strategy can build bridges for your customer journey map, from initial interest to the customer support team

To kick off 2024, LivePerson set out to understand the current state of customer conversations and it’s impact on the overall customer experience strategy (CX strategy). We surveyed over 1500 consumers and 500 enterprise business leaders to find the latest trends and insights around customer interactions with brands.

As anticipated, we found insightful data on customer expectations, top engagement channels, wait times, automated customer support, and much more. You can read all about it in our new report: State of Customer Conversations 2024.

But, our analysis of the survey results led us to a conclusion we weren’t exactly searching for — the AI gap. When comparing survey results from consumers to that of business leaders, we found that there’s a clear divide between the adoption, enthusiasm, and education around AI. While business leaders are all in on AI, consumers are still on the fence. Even more so than last year.

Despite the advances in generative AI over the past year or so, businesses need to be diligent in improving how AI-powered experiences work for customers — or risk widening the AI gap. Here’s a look at our top suggestions for building a better customer journey with conversational AI programs that help to bridge the AI gap in 2024. 

1. Put conversations at the center of your CX strategy

73% of consumers say they are more critical of how businesses interact with them compared to a year ago. This is why brands need to focus on facilitating meaningful conversations from customer inquiries and learning from them. No matter how strong your tech stack is, it’s not about the AI — it’s about the conversation. When brands start putting conversations at the center of their business, its impact can be felt throughout every part of the organization. 

2. Despite consumer caution — don’t hit the brakes on AI

Consumer caution around AI means opportunity for your organization. Only 1 in 2 consumers feel positive about using AI to engage with a business. This hesitation presents business leaders with opportunity. Opportunity to not only exceed customer expectations for an AI chatbot but to set the standard for AI-powered customer engagement. Brands that take advantage of the AI gap now will reap the customer loyalty benefits when it closes.

3. Build trust in AI through intuitive automation

The only way to get your customers across the AI gap is to bridge it by building trust. Creating no-nonsense AI that provides fast, accurate, and reliable solutions for your customers’ biggest pain points is the key to easing customers into AI. Our survey found that consumers are looking for AI that is monitored by humans, built on quality business standards, limits bias, and can take direction. Listen to customer feedback and create AI solutions that solve problems — not create new ones.

Ready to bridge the AI gap for an even more successful customer experience strategy?

cover of the State of Customer Conversations report, which can be used to improve the customer satisfaction across your entire customer journey
Read our State of Customer Conversations 2024 report to get the latest insights on customer satisfaction, expectations, digital experiences, chatbots, and most importantly — the AI gap.