The noise around AI is profound. With promises to revolutionize industries, enhance decision-making and redefine customer experience, organizations have quickly been adopting and scaling AI across their businesses.
Now, the focus is shifting to actualizing AI’s transformative potential. As leading organizations look beyond the noise, they are implementing effective AI use cases to meet rising customer expectations. As they do, they are using a pragmatic approach that prioritizes practicality, purpose and value – all grounded in trust.
For 15 years, KPMG professionals have been asking consumers about their individual experiences with brands. This year, the KPMG Global Customer Experience Excellence (CEE) 2024-2025 report explores how leading organizations have rapidly implemented AI with swift return on investments and enhanced customer experiences. It delves into the realities of AI implementation from leading brands and looks ahead to the critical factors for AI to reach new heights in customer experience excellence.
This year’s CEE results show a stabilization in overall customer experience with a small rise in most countries. This turnaround from last year comes from more brands humanizing their AI interfaces to make them more engaging and relatable to customers.
AI is reshaping customer engagement by bridging technology with empathy, driving more personalized and meaningful customer experiences across diverse industries.
In today’s AI-driven landscape, successful organizations integrate technology with human insight, balancing innovation with ethical responsibility to enhance customer trust and loyalty.
We look forward to shortly sharing insights from the UAE. Stay tuned for our local report, coming soon.
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