KPMG – Beyond the Noise: Orchestrating AI-Driven Customer Excellence, Oct 2024

KPMG's report, "Beyond the Noise: Orchestrating AI-Driven Customer Excellence," published in October 2024, explores how leading organizations are implementing artificial intelligence to enhance customer experiences. Based on 86,073 customer interviews and evaluations of 2,970 brands across 23 countries, the study examines the integration of AI in customer service, personalization, and engagement strategies. It highlights the importance of humanizing AI interfaces to create more engaging and relatable customer interactions. The report also discusses the stabilization of overall customer experience scores, noting a slight increase in most countries, attributed to the effective use of AI technologies.