Why AI in CX is falling short—and what leading brands are doing about it

Despite record investment in AI and GenAI in the Customer Experience (CX) space, many organizations are still struggling to move from promise to performance. The technology is here—but meaningful CX transformation remains out of reach for many brands. But there’s more to the story. For example, 72% of executives say their companies’ CX metrics have improved, and over half (52%) credit AI as a key driver.* In this webinar, our experts will dig into Verizon’s latest CX Annual Insights Report: AI for Better CX. You’ll learn what’s working, what isn’t, and how brands can bridge the gap between intention and impact. In this session, you’ll learn: - Where companies are finding AI-driven CX benefits - How data constraints are holding back personalization - Why human contact still matters—even in the age of AI - What new success metrics top brands are using to measure AI impact Hear from our experts: Peter Tomfohrde | Director, Business Strategy | Verizon Business Alicia Gee | Sr. Director, Global Consulting & Design Services | Verizon Business Lance Koenders | VP, Platforms, Product & Design | Verizon Consumer Group *Verizon CX Annual Insights Report: AI for Better CX