By Dan Gingiss
Publication Date: 2025-11-23 15:00:00
A screen shows an artificial intelligence (AI) processor during Keynote 1 at MWC (Mobile World Congress), the world’s largest mobile communications trade fair, on March 3, 2025 in Barcelona. (Photo by LLUIS GENE)
AFP via Getty Images
The rapid pace of artificial intelligence development coupled with the rise of AI-powered chatbots has led to a general assumption that AI customer experience must be successful for companies that adopt it.
Just ask ChatGPT. “AI has been quite successful so far in improving the customer experience, across multiple industries and across multiple channels,” says the self-evaluation prompt.
A respected customer experience expert disagrees with the prevailing wisdom – and says AI-powered customer experiences are actually failing so far.
AI customer experience is the focus of the new report
The unexpected finding in the 2026 Qualtrics Customer Experience Trends Report is based on a survey of 20,000 consumers from 14 countries and 18 industries. While overall…
