Customer experience in 2027

Where leaders expect AI to change what customers experience, and how they plan to balance automation with human contact.

Why this pulse

Service is where most customers meet AI first. This pulse captures how leaders weigh efficiency against trust as automation spreads.

See the questions

Where will AI make the biggest difference to your customers in the next two years?
How will your organisation balance automation and human contact in service?
How do customers in your market feel about AI in service?
Which customer measure matters most to your leadership?
What holds back a single view of the customer in your organisation?