Key Takeaways:
- 1. AI is transforming customer experience, providing personalized support at scale.
- 2. Legacy infrastructure and data fragmentation hinder organizations from maximizing AI’s value.
- 3. High-performing organizations balance AI with human touch to enhance rather than replace human expertise.
As brands vie for price-conscious consumers, customer experience (CX) is a key differentiator. Agentic AI holds the potential to reshape service delivery by providing personalized support and improving workforce productivity. However, outdated systems and data fragmentation limit AI's impact, necessitating a unified platform for seamless integration. High-performing organizations strike a balance between AI and human touch, leveraging AI as a collaborative tool to enhance rather than replace human expertise.
Insight: The successful adoption of AI in customer service requires a strategic balance between automation and personalized human interaction, with a focus on leveraging AI to enhance human capabilities rather than replace them completely.
This article was curated by memoment.jp from the feed source: MIT Technology Review.
Read the original article here: https://www.technologyreview.com/2025/09/03/1121441/the-connected-customer/
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