Global CX Study Reveals Alarming Disconnect Between Business Leaders and Customers

Amdocs' CX20 Global Report 2025 found a significant gap between business leaders' perception of meeting customer expectations and customers' actual agreement. Only 24% of customers agree that their expectations are met, despite 80% of leaders believing so. The report also found that poor customer service can lead to $3.8 trillion in global sales at risk in 2025, and highlights the need for companies to move beyond the "CX Illusion" and invest in meaningful transformation.

Title: Bridging the Gap: The Future of Customer Service and AI

Amdocs' CX20 Global Report 2025 has revealed a significant discrepancy between business leaders' perceptions and customers' actual satisfaction with customer service. Only 24% of customers agree that their expectations are met, despite 80% of business leaders believing they do [1]. This gap underscores the need for companies to invest in meaningful transformation to meet customer expectations and mitigate potential losses. The report estimates that poor customer service could lead to $3.8 trillion in global sales at risk in 2025 [1].

In response to this challenge, several companies are adopting advanced AI strategies to enhance customer service. Sobot, a leading AI customer contact solution provider, recently unveiled its "AI-First" strategy. This strategy focuses on delivering human-like customer service through five pillars of next-gen AI: Omnichannel AI, Scenario-Based AI, Multi-Faceted AI, Generative AI, and Secure AI [2]. Sobot aims to provide intelligent yet more human-like services, addressing customer needs for empathy and contextual understanding.

Similarly, Hyperscale Data, Inc. announced the launch of an advanced AI customer service agent by its subsidiary askROI, Inc. This AI agent integrates natural language processing and machine learning to provide real-time, context-aware support. The agent is designed to improve response times, increase customer satisfaction, and reduce support costs [3]. The company's goal is to augment human capabilities with intelligent tools, reflecting a growing trend in the industry.

These initiatives highlight a shift towards hybrid human-AI agent teams. Parloa, a leader in Agentic AI for customer experience, announced an integration with Verint's CX Automation Platform. This partnership allows enterprises to launch AI agents as a scalable, always-on team, managed alongside human agents within Verint's Workforce Engagement solutions [4]. This integration ensures the right agent—human or AI—is matched to each call, reducing the average cost per call and enhancing overall customer service operations.

As companies continue to invest in AI and hybrid models, the future of customer service is poised for significant transformation. The integration of AI with human agents promises to bridge the gap between business leaders' expectations and customers' actual satisfaction. However, companies must navigate the complexities of AI implementation, ensuring they meet both customer expectations and operational efficiency.

References
[1] https://www.morningstar.com/news/business-wire/20250603731152/sobot-reveals-ai-first-strategy-for-delivering-human-like-customer-service
[2] https://www.investing.com/news/company-news/hyperscale-data-subsidiary-unveils-ai-customer-service-agent-93CH-4085379
[3] https://www.01net.it/parloa-integrates-with-verint-open-platform-to-power-the-future-of-customer-service/