The CX Gap Is Real — AI Can Help Close It

78% of companies think they’ve improved CX. Only 31% of customers agree. This report shows what to do about it.

Your CX dashboards say things are working. Your customers disagree.

A global MIT Technology Review survey of 1,000+ CX leaders reveals a big disconnect — and a big opportunity. While most companies say they’ve improved service, customers aren’t feeling it. The fix? Smarter, human-centered AI.

This NiCE-sponsored report explores how brands like Shell and Lufthansa are closing that gap — using AI to route smarter, surface knowledge faster and actually make agents’ lives easier. It’s not about replacing people. It’s about supporting them with the tools to deliver what customers actually want.

If your team’s stuck with disconnected systems and reactive service, this is your reset.

Key Takeaways:

Why 70% of CX leaders say disconnected systems are holding them back
The AI tools that improve agent performance and customer experience
Real-world results: 88% CSAT and 94% resolution via AI
What it takes to scale AI without losing the human touch

Your AI strategy doesn’t need to replace agents. Just help them deliver the service your customers deserve.

Get the report

First Name

Last Name

Title

Country

By submitting this form, I confirm that I have read and agree to SMG’s privacy policy, consent to receive communications and understand that I can opt-out at any time.

Presented by

NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.