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State of the AI Connected Customer

Insights from 16,000+ consumers and business buyers worldwide on bridging the trust gap in an era of rising customer expectations and more powerful technologies.

Discover:

  • How the growing use of artificial intelligence (AI), including generative AI and agents, is shaping customer sentiment, expectations, and behaviors.
  • What brands must do to earn and maintain customer trust amidst shifting technology and market dynamics.
 

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AI Agent
AI Agent

Personalization Improves Considerably While Data Caution Heightens

Seventy-three percent of customers say companies treat them like an individual rather than a number — a staggering leap from 39% in 2023. At the same time, 71% of customers feel increasingly protective of their personal information.

AI Agent
Trust Layer

The Importance of Trust Heightens As AI Advances

Sixty-one percent of customers believe AI advancements, like generative AI and agents, make it even more important for companies to be trustworthy. However, currently 64% believe companies are reckless with customer data. Transparency is key to earning trust, particularly around AI agents: 72% of customers say it's important to know if they're communicating with an AI agent.

AI Agent
AI Agent

Customers Consider AI Agents

Customers are still forming opinions around the latest breakthrough in AI: AI agents. Comfort levels depend on the use-case. Nearly half of business buyers (46%) would work with an AI agent for faster service and 38% of customers are comfortable with agents creating personalized content while only 17% are comfortable with an agent making financial decisions for them.

 
 
 

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