Focus on Experience: Edition 15
Welcome to Focus on Experience newsletter and its fifteenth issue! On the second Wednesday of every month, while we try to bring you the latest developments and highlights from the field of experience management, don't forget to follow us closely and experience us in order not to miss the content we will create special for that newsletter or to see and read it first hand!
In this newsletter, we will examine some of the most important resources, reports, studies and best practices in the world of CX and EX, as well as some of the most prominent topics and developments in the world of CX and EX, primarily customer and employee experience. It is a time-consuming effort to find what makes sense in all this cacophony and what is important for your business. That's why Focus on Experience aims to bring together the latest developments in the field of experience and to provide concise, straightforward information
In the March newsletter, this month's topics include how AI empowers customer-first experiences, the top customer service statistics for industry experts in 2025, how CX can be improved with the rise of personal AI, who your customer really is and how you can understand them with fact-based fiction, and how you can leverage AI for 24/7 customer engagement. In addition to these topics, the word of the newsletter this month is 'Customer Experience Automation (CXA)'. The newsletter also includes events to be organized in the field of CX in the coming days and a section of suggestions that our team has compiled for you in many areas.
So let's dive into the world of experience.
Experience Express
The CX Paradigm Shift: How AI Is Powering Customer-First Experiences
One of the paradigm shifts in CX is to provide a customer-centered experience. The one-dimensional interaction between brands and customers in the past has evolved into a mutual communication where the customer is the focus. Customers demand customization/personalization, convenience and accessibility from brands, which are agile communication models.
Today, 6 out of 10 retailers are using AI to improve customer interactions (especially to automate customer service). At the same time, 90% of customers prefer a human rather than a chatbot for customer service. In this paradigm shift, businesses (especially the retail sector) first need to onboard AI as if it were a new employee. Then, after focusing on a single channel between touchpoints, they should encourage it at other points and continuously train and test AI agents.
In fact, 7 out of 10 customers today expect personalized interactions from companies, and more than 3 out of 4 have a negative opinion of a brand when this is not the case. With AI being actively used at every step of business operations, to learn more about how retailers can use AI to enhance their CX, take a look at the article written by Yochai Konig in Retail Customer Experience .
60+ Essential Customer Service Statistics To Know for 2025
The customer service industry is growing rapidly with advancing technology and increasing customer expectations. Companies are investing more in this area to improve CX and gain competitive advantage. In particular, the CRM market is expected to reach $82 billion by 2025. This growth is directly related to new technologies that increase the efficiency of businesses and decreasing marketing costs.
Worldwide, 95% of consumers say that customer service is critical to brand loyalty. Furthermore, companies that prioritize customer service see a 10-15% increase in revenue and a 20% improvement in customer satisfaction. 72% of consumers tend to switch brands after just one bad experience. On the other hand, AI-powered customer service solutions help businesses reduce costs by up to 30%, while 90% of customer requests managed by chatbots are resolved in 10 messages or less.
As the data shows, excellent customer service increases brand loyalty, boosts revenue and prevents customer churn. To learn more about the growth trends of the customer service industry, the leading statistics shaping customer expectations, and the impact of excellent customer service on businesses, take a look at the article written by Maria Lorena Emperado at DesignRush .
The Rise of Personal AI: Disrupting Customer Experience Through Automation
In today's world, where AI is on the rise, businesses need to diversify the touchpoints they are in contact with their customers and adapt them to today's conditions. With the development of personal AI and personal automation, individuals are trying to automate their processes for repetitive, time-consuming and mundane tasks (when they want to get customer support from brands) and try to stay in touch with brands in this way.
In the next 5 years, it is estimated that AI assistants will become an important communication channel for B2C brands and contact volumes will increase 3-5 x. Therefore, brands should focus on improving the CX by focusing on investing in the integration between personal AI assistants and their AI agents. With this perspective, businesses need to create their teams' CX strategies and adapt them to their business processes.
With personal AI on the rise, for more information on how businesses can stand out and compete by leveraging AI to improve the CX, take a look at the article written by Jason Maynard in AI Business .
Who’s Your Customer? Understanding Customers through Fact-Based Fiction
Today, it's not enough to understand your customers through data alone; you need a deeper understanding of who they are to create effective products, services and communication strategies. Many businesses rely on traditional segmentation methods - behavioral, demographic or geographic segments - but these are limited to superficially defining customers. A deeper approach focuses on attitudes, motivations and values to understand what customers really want and need.
One powerful way to gain this understanding is through 'fact-based fiction', based on real data but enriched with human stories. By imagining customers as individuals with histories, desires and fears, rather than just numbers, companies can empathize and make more conscious decisions. This approach encourages teams to go beyond abstract data and helps them connect more deeply with customers.
For professionals interested in customer insights and experience, this is both a strategic and creative practice. It questions preconceptions, reveals hidden assumptions and enables businesses to engage with their customers in a more meaningful way. So, who is your customer, and how well do you really know them? For more on this and customer understanding, take a look at the article written by Dave Fish, Ph.D. in Customer Think.
AI: Your Digital Lighthouse for 24/7 Customer Engagement
Customers want direct access to brands anytime, anywhere and under any circumstances, whenever they need it. But can today's AI-powered agents, chatbots and more meet this demand? Many brands today are trying to leverage AI to stay in touch with customers 24/7. However, one thing to keep in mind is that AI should not only be in a position to automate processes.
According to Gartner, conversational AI is predicted to reduce the cost of the call center labor force by $80 billion by 2026. AI is positioned at many points, from dragging customers between departments and finding smarter support. AI analyzes customer emotion in real time and tries to make the experience feel as if it is delivered by a human, not a robot. AI will also help manage interactions in an integrated way, rather than replacing humans in customer support.
AI can do a lot of things on its own today, but it also needs gatekeepers to keep watch over digital lighthouses. Therefore, AI needs to be built to enhance human interactions, not replace them. To learn more about the evolution of AI-powered customer engagement, how adaptive AI will improve human interactions, and how to create a seamless customer journey with AI systems and best practices in the field, take a look at the article written by Scott K. Wilder on CMSWire .
Quote of the Newsletter
In the age of AI, it's still about HI – Human Interaction.
― Lior Arussy
Word of the Newsletter
Customer Experience Automation
Customer experience automation (CXA) refers to the use of technology by businesses to manage and improve interactions throughout the customer journey, leveraging AI and automation tools to provide fast, seamless and personalized engagement. CXA handles simple queries and provides a better experience by reducing the burden on the team where the human touch is crucial.
Suggestions from Wiseback team?
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