Two from three consumers expect a better shopping experience

According to The State of Customer Experience report of Genesys, consumers and business leaders are optimistic about how AI affects the customer experience: 64% of respondents believe AI will improve the quality of the customer experience and speed of service over the next 2-3 years, and 42% of CX leaders reckon AI use is high-priority.

This article is available for reading in Trade magazin 2025/5.

AI is slowly becoming a key factor from a consumer perspective too: 77% of respondents would prefer to recommend a brand that offers a consistently personalised service to their friends. //