Recent findings highlight a shared sense of optimism among both consumers and businesses regarding the transformative potential of artificial intelligence on customer experience in the coming years.

According to the latest report, The State of Customer Experience, by global cloud company Genesys, nearly two-thirds (64%) of consumers believe AI will enhance the quality and speed of customer interactions within the next two to three years. This sentiment is echoed by customer experience leaders, with 42% identifying the broader adoption of AI to elevate experiences as a key focus area.

The survey also underscores the financial risks of failing to meet customer expectations. Over half (53%) of consumers said they would stop supporting a preferred brand after just two negative interactions, while 30% admitted to severing ties with a company in the past year due to a poor experience. For customer experience leaders, keeping up with rising consumer demands remains a significant hurdle, with 41% citing it as their top challenge.

AI is increasingly seen as a critical tool for personalization, a factor that significantly influences customer loyalty. Seventy-seven percent of consumers are more likely to recommend brands that consistently deliver personalized service, and nearly three-quarters would increase their spending with such companies. However, nearly 70% expressed frustration when brands fail to leverage their data for tailored experiences, with 50% expecting agents to have access to their information to improve personalization.

Other key insights from the survey include:

“Consumers are optimistic about AI’s ability to deliver better customer experiences,” said David Norrie, senior VP at Genesys. “While organizations invest in automation and AI to drive efficiency, they must not lose sight of the bigger picture: Customers want their issues resolved quickly and with empathy. This report emphasizes the opportunity for companies to strengthen customer relationships by leveraging AI to better understand their needs and deliver faster, more memorable experiences across all channels.”

The survey, conducted in collaboration with an independent research firm, gathered responses from 5,157 consumers and 1,181 customer experience decision-makers across more than 16 countries.