Amazon Go and Starbucks Pick Up stores in New York City offer frictionless buying. Walk in, take what you want and go – you pay via a full-skeletal body scan + storewide AI doing mass data captures + a data match to your account. Amazon (now being sued) then shares what they learned with Starbucks.
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.