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.
Customer engagement platform Braze is partnering and integrating with Shopify to deliver personalized insights throughout the customer journey across Shopify-powered sites. New ecommerce capabilities will help brands take rapid action in response to pre-defined events like cart abandonment. Braze plans to roll out these capabilities to non-Shopify customers later in the year.
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.
Media mix models (MMM), originally developed in the 1960’s, have undergone a resurgence as new technologies make them easier to execute and click-based attribution becomes less credible. But evaluating MMM brings its own challenges. Australia-based Mutinex offers a vendor-neutral Open Source MMM Validation Framework which is now available for free to North American marketers and agencies.