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.