CDP Institute

Not only do 64% of consumers believe AI will improve and speed CX, CX leaders seem to agree with 42% making the use of AI a top priority. These figures come from a survey by Genesys on the customer service component of CX. While only 11% of consumers rate service as excellent, 63% do say it has been getting better.

Sixty-two percent of consumers now say they are more likely to make purchases with gen AI-driven guidance, a figure that rises to 68% for millennials according to Coveo’s 2025 Commerce Relevance Report. Seventy-seven percent of respondents research products online so it’s hardly surprising that 72% will give up when they can’t find what they need quickly. While around three-quarters discover products on social media, little more than a third make purchases there.

Some Instagram users are seeing the option of having AI generate comments in response to posts. There is already so much AI-generated slop on the internet, it is hard to know why Meta plans to add more. Meta is also looking at allowing users to generate AI versions of themselves.

Scope3 is expanding into brand safety and fraud detection turf of Integral Ad Science and DoubleVerify.  Amazon DSP is the first company to integrate Scope3’s Agentic Media Platform, which eliminates made-for-advertising, fraud, non-brand-safe, and climate-risk inventory by default.  A separate Brand Standards product, built on top of the Agentic Media Platform, lets companies connect with expert AI agents to apply additional content standards.

Google will launch an experimental version of its Gemini AI model that will gather data from other Google apps and services and provide responses tailored to users’ search histories. Connected platforms will include YouTube and Google Photos. This will require user permission and can be switched off at any time.

French publisher and author unions are bringing a lawsuit against Meta for copyright infringement based on allegations that it uses their content to train its AI models. Economic “parasitism” they’re calling it. This is the first case of its kind in France, although there is already similar legal action in the U.S.

There may have been a change of administration but the Trump Department of Justice is still calling for Google to sell its Chrome browser. The demand was repeated in a proposal signed by acting assistant attorney general Omeed Assefi. “Google’s conduct presents genuine danger to freedom in the marketplace and to robust competition in our economy,” the filing said.

Targeting based on social and demographic traits is firing arrows in the dark according to a new study from AdLook. Surveying over 1,000 online respondents, it turned out that 67% identified as “parents” didn’t have children, 76% tagged as married weren’t married and 50% of “women” were men. Brands should be targeting based on real interested and behaviors rather than outdated and inaccurate segments said AdLook.

Seventy-two percent of consumers are willing to work with AI agents as long as they can escalate to a human when necessary; indeed 59% would rather interact with a chatbot than wait for a live agent. Other key expectations in Five9’s 2025 Customer experience report relate to being met in the channel of choice — and that can vary with 56% saying it depends on the situation. Fully 86% are willing to use self-service before contacting support.

Redbrick has added newsletter advertising platform Paved to its portfolio of solutions that already includes email automation platform Delivra. Paved matches advertisers with newsletter subscribers across more than 3,000 publishers, helping the publishers monetize their newsletter lists. Paved creates enhanced targeting for advertisers while providing a more personalized newsletter experience for readers.

AI advertising really works according to a new report from Nielsen (an additional report from Smartly has 80% of marketers surveyed saying AI lives up to the hype). Google, using Nielsen Marketing Mix Modeling, found a 17% higher ROAS from AI-powered video campaigns on YouTube. Synergy too: Video Reach Campaigns together with Video View Campaigns (both AI-powered) delivered 23% higher sales effectiveness than Video Reach alone.

Even when they’re not being fed Russian propaganda disguised as news, eight major AI search engines are not reporting accurately according to a study by the Tow Center for Digital Journalism. Where traditional search guides users to news websites, gen AI likes to parse and repackage the news. Ironically, premium chatbots were just much more confident about delivering bad information than their free counterparts.