{"id":24527,"date":"2026-11-02T13:45:27","date_gmt":"2026-11-02T13:45:27","guid":{"rendered":"https:\/\/www.afiniti.com\/?post_type=industry-reports&#038;p=24527"},"modified":"2026-11-02T13:46:59","modified_gmt":"2026-11-02T13:46:59","slug":"is-ai-making-your-cx-worse","status":"publish","type":"industry-reports","link":"https:\/\/www.afiniti.com\/industry-reports\/is-ai-making-your-cx-worse\/","title":{"rendered":"Is AI Making Your CX Worse?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"24527\" class=\"elementor elementor-24527\" data-elementor-post-type=\"industry-reports\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5cdf172 e-flex e-con-boxed e-con e-parent\" data-id=\"5cdf172\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-f5e2370 e-con-full e-flex e-con e-child\" data-id=\"f5e2370\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-aa6f499 elementor-widget elementor-widget-heading\" data-id=\"aa6f499\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">EXECUTIVE BRIEF<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32426e6 elementor-widget elementor-widget-heading\" data-id=\"32426e6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Is AI Making Your CX Worse?<\/h1>\t\t\t\t<\/div>\n\t\t\r\n<!-- Javascript -->\r\n\r\n<!-- <script type='text\/javascript'>\r\n  let originalPath = window.location.pathname;\r\n\r\n  function openVideo(videoUrl, deep_link) {\r\n    const overlay = document.getElementById('videoOverlay');\r\n    const iframe = document.getElementById('videoIframe');\r\n    const autoplayUrl = `${videoUrl}`;\r\n    iframe.src = autoplayUrl;\r\n    iframe.allow = \"autoplay\"\r\n    overlay.style.display = 'flex';\r\n    document.body.style.overflow = 'hidden';\r\n\r\n    video_history_push_pop(deep_link);\r\n    \r\n  }\r\n\r\n  function closeVideo() {\r\n    const overlay = document.getElementById('videoOverlay');\r\n    const iframe = document.getElementById('videoIframe');\r\n    iframe.src = '';\r\n    overlay.style.display = 'none';\r\n    document.body.style.overflow = '';\r\n    video_history_push_pop('');\r\n  }\r\n\r\n  function getYouTubeEmbedUrl(url) {\r\n    \/\/ Our regex pattern to look for a youTube ID\r\n    const regExp = \/^.*(youtu.be\\\/|v\\\/|u\\\/\\w\\\/|embed\\\/|watch\\?v=|&v=)([^#&?]*).*\/;\r\n    \/\/Match the url with the regex\r\n    const match = url.match(regExp);\r\n    \/\/Return the result\r\n    const videoId = match && match[2].length === 11 ? match[2] : undefined;\r\n    if (videoId) {\r\n      return 'https:\/\/www.youtube.com\/embed\/' + videoId + '?autoplay=1';\r\n    }\r\n    else {\r\n      return undefined\r\n    }\r\n  };\r\n  function getVimeoEmbedUrl(url) {\r\n    \/\/ Look for a string with 'vimeo', then whatever, then a\r\n    \/\/ forward slash and a group of digits.\r\n    const match = \/vimeo.*\\\/(\\d+)\/i.exec(url);\r\n    \/\/ If the match isn't null (i.e. it matched)\r\n    if (match) {\r\n      \/\/ The grouped\/matched digits from the regex\r\n      return 'https:\/\/player.vimeo.com\/video\/' + match[1] + '?autoplay=1';\r\n    }\r\n    else {\r\n      return undefined;\r\n    }\r\n  };\r\n\r\n  function video_history_push_pop(deep_link) {\r\n    console.log(deep_link);\r\n    if (deep_link != '') {\r\n      const newUrl = \"\/video\/\" + deep_link; \r\n      history.pushState({ video: true }, \"\", newUrl);\r\n    } else {\r\n      history.pushState({}, \"\", originalPath);\r\n    }\r\n  }\r\n<\/script> -->\r\n\t\t<div class=\"elementor-element elementor-element-5f17860 elementor-widget__width-initial report-body-txt elementor-widget elementor-widget-text-editor\" data-id=\"5f17860\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p class=\"PDq2pG_selectionAnchorContainer\" dir=\"auto\" data-start=\"39\" data-end=\"411\"><span data-teams=\"true\">Most AI reporting says customer experience is improving. Customers tell a different story, with 49% saying AI is not actively improving their experience. This executive brief, built on this year\u2019s CCW Digital market study, shows why the most common AI metrics hide failure instead of revealing it.<\/span><\/p><p dir=\"auto\" data-start=\"39\" data-end=\"411\"><span data-teams=\"true\">Get the brief to see which of your metrics are telling you the truth, the pairs that reveal whether AI is solving problems or just ending conversations, and the three results every AI deployment should be judged on. If AI is in your 2027 plans, this is what to measure before you spend.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-430aeae get-report executive-brief elementor-widget elementor-widget-cta-new\" data-id=\"430aeae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"cta-new.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t    <div class=\"cta-container\">\r\n      <a class=\"cta-new-wrapper cta-wrapper   theme-dark   \"\r\n         href=\"#\"  target=\"_blank\" >\r\n                  Get The Executive Brief        \r\n        \r\n      <div class=\"cta-lottie   label-lottie \" data-lottie=\"https:\/\/www.afiniti.com\/wp-content\/plugins\/design-system-plugin-2026\/widgets\/..\/assets\/lottie\/button-light-single.json\"><\/div>\r\n      <\/a>\r\n    <\/div>\r\n\r\n    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e0e46a3 e-con-full e-flex e-con e-child\" data-id=\"e0e46a3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2a2ec85 elementor-widget elementor-widget-image\" data-id=\"2a2ec85\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"686\" height=\"698\" src=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/11\/is-ai-making-your-cx-worse-cover.jpg\" class=\"attachment-large size-large wp-image-24528\" alt=\"Infographic about AI&apos;s impact on customer experience, titled \u201cIs AI Making Your CX Worse?\u201d with a purple quote box and a building photo section.\" srcset=\"https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/11\/is-ai-making-your-cx-worse-cover.jpg 686w, https:\/\/www.afiniti.com\/wp-content\/uploads\/2026\/11\/is-ai-making-your-cx-worse-cover-295x300.jpg 295w\" sizes=\"auto, (max-width: 686px) 100vw, 686px\" title=\"is-ai-making-your-cx-worse-cover\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>EXECUTIVE BRIEF Is AI Making Your CX Worse? Most AI reporting says customer experience is improving. Customers tell a different story, with 49% saying AI is not actively improving their experience. This executive brief, built on this year\u2019s CCW Digital market study, shows why the most common AI metrics hide failure instead of revealing it. [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":24529,"menu_order":0,"comment_status":"closed","ping_status":"open","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"tags":[26],"page-category":[83],"class_list":["post-24527","industry-reports","type-industry-reports","status-publish","format-standard","has-post-thumbnail","hentry","tag-isfeatured","page-category-executive-brief"],"acf":[],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO Pro 5.0.5.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"EXECUTIVE BRIEF Is AI Making Your CX Worse? Most AI reporting says customer experience is improving. 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