Artificial Intelligence #ai#chatbot
Think your customers will love your shiny new AI chatbot? You might be in for a bad surprise
Despite heavy investment in AI chatbots and personalization, many businesses misjudge what customers truly value. New data from McKinsey, PwC, Deloitte, and Gartner reveals that customers compare digital experiences to the best they've had anywhere, not just within the same industry. The article highlights three common mistakes: underestimating the impact of poor digital experience, benchmarking against the wrong competitors, and deploying AI before fixing fundamental friction points.
Jun 14, 2026 1 source