Hard truth – your customers’ loyalty is intrinsically tied to the quality of your customer experience (CX).

And in 2025, AI in customer experience is one of the most powerful ways to improve it.

Of course, customer loyalty is fleeting and easy to lose. We must all bend over backwards to understand the best ways to earn and keep customer loyalty, as it directly impacts your bottom line. In fact, 17% of U.S. consumer will walk away after just one bad experience and 59% of consumers will stop supporting a brand they love after several bad experiences.

We’re all walking this tight rope – trying to engage our customers and attract their attention on many different digital and in-person channels, each rife with opportunities to tumble off that highwire. The good news? Today’s evolving AI-powered customer experience tools empower brands more than ever to anticipate customers’ needs, deliver faster resolutions, and create truly personalized experiences that drive loyalty and satisfaction.

In this guide, we’ll explore how AI is reshaping digital CX, highlight essential tools and technologies, and help you choose the best ones to meet your goals this year and beyond.

What is Digital Customer Experience?

Digital customer experience (DCX) refers to the full spectrum of interactions customers have with a business or brand across digital channels—think websites, social media, emails, SMS, digital ads, mobile apps, customer service portals, and more.

More importantly, DCX aims to measure the holistic impression a customer forms of a business after these digital interactions.

It’s crucial to understand that for customers, every interaction– whether it’s positive or negative – contributes to their overall impression of a brand.

Curious about how technology and customer experience work hand-in-hand? Check out our guide on How Technology Impacts Customer Experience.

This is major, because if a business is providing an inconsistent or frustrating experience on any single channel (and, we’re all managing so many!), they risk tanking the overall positive impression gained on another channel.

That’s where AI in customer experience enters the picture.

So, how does technology safeguard our business from this risk, help us improve customer experience, and ensure we fulfill our customers’ needs more quickly, efficiently, and satisfactorily?

The answer lies in leveraging AI in customer experience—tools that analyze behavior, personalize interactions, and streamline service in real-time. In 2025, businesses that integrate AI into their CX strategy will be best positioned to deliver the seamless, intuitive experiences customers now expect.

What are the Top AI-Powered Tools for Customer Experience?

Whether it’s data management, content management, marketing automation, chatbots, augmented reality, or so much more – there is a CX service, focus area, or tool to solve just about every problem at every price point in the market.

Many of these tools now include AI in customer experience, allowing businesses to automate, personalize, and improve digital interactions at scale.



In fact, the global customer experience management market is projected to grow from $16.91 billion in 2023 to $52.54 billion by 2030, exhibiting a CAGR of 16.6%.

Many of these tools have been around for years and are now table stakes for any integrated digital customer experience strategy—especially as AI in digital CX becomes more common.

Customer experience technology examples might include:

• Content management systems (CMS)
• Customer relationship management (CRM) systems
• eCommerce tools / digital experience platforms (DXPs)
• Marketing automation / email automation
• Chatbots / virtual assistance / automated customer support powered by AI
• Customer data platforms / data analytics tools

CX tech is always evolving with changing customer and business needs. For the last three-to five years, it’s been all about how do you leverage your data better, to understand those crucial points of the customer experience and make it more personal and relevant for your customers. Increasingly, businesses are using AI customer experience tools and machine learning in CX to accelerate this process.

So, digital technologies like business intelligence (BI) tools and customer data platforms (CDPs) became crucial, as they enabled us to:

• Feed data into a single platform from various channels
• Understand it to find areas of friction or opportunity
• Build data models, like churn models or forecasting models to make better strategic predictions, and
• Act on it, by triggering all sorts of personalized, data-driven engagements, via our CMS, marketing automation platform, SMS, and more.

Of course, this is only getting faster and smarter with AI in customer experience.

“We’re also seeing a continued push around augmented and virtual reality (AR/VR). So, when you think of ecommerce stores and products, AR/VR enables users to start really seeing those products in their own environments – you can’t get more personal. That’s a huge leap in our ability to create a better user experience.”

Not only that, AI and ML tools play a pivotal role in empowering employees to enhance customer experience across various touchpoints. These tools can automate routine tasks, provide insights into customer behavior, and enable AI-driven personalization.

It’s an exciting time to see AI in customer experience embedded in all kinds of CX tools, enabling us to uplevel the digital customer experience.

What is an Example of Digital Customer Experience?

Every time a customer browses your website, fills out a contact us form, or comments on your LinkedIn post, they’re engaging in your digital experience.

This may sound surprising, but the best digital customer experience examples aren’t even noticed by your customers – and that’s how you want it.

When your customers can quickly find the exact gift for their grandma, they’re thinking about the look on her face when she opens it. They aren’t taking note of your rich product detail page (PDP) or the AI-driven personalization behind your product recommendations – they just remember your site made it easy to find the perfect gift.

When a B2B buyer quickly logs into your retail portal and finds all their previous invoices with a few clicks, they’re just happy to look like an organized, all-star team member in front of their boss – not applauding the AI-enhanced technology powering that buying experience. Sure, when it comes to technology and customer experience truly innovative and exciting capabilities can give customer a thrill – getting to superimpose a new couch in your living room using augmented reality, for example, and rotating and zooming it around the room to find the best location.

But, these awe-inspiring moments are few and far between. The goal is instead to help the customer take action and get out of their way –and great CX technology, now often powered by AI in customer experience, is the enabler of these seamless experiences.

For our clients at Whereoware, we focus on identifying the right strategies to bridge the gap between our clients’ AND their customers ’goals.

We analyze whether the digital experience is truly customer-first, while guiding clients on how to maximize, capitalize, and profit on the promise of emerging technologies like AI customer experience tools and intelligent CX platforms.

Of course, we’re not only talking about the end user experience. Let’s take a look at how AI in customer experience also empowers better customer service.

What is the Role of AI Technology in Customer Service?

Customer service is one of the most critical points in CX. Customers interact with support when they have a question or need a resolution. They may be frustrated or emotionally charged.

Luckily, the days of customer support lines as the main defense against customer irritation are long gone.

Today, AI in customer experience plays a growing role, with technology embedded in every aspect of customer service – giving customers many different options to solicit support and helping businesses resolve customers’ concerns faster. This reflects a broader trend in how technology and customer experience are increasingly interconnected.

Customer service technology examples might include:

• Asking a chatbot for an update on your delayed package · Using a self-serve portal to submit an auto repair request
• Completing a post-appointment survey via an automated phone call
• Getting warranty expiration reminders via automated and personalized emails

That last one? True story. We helped Yamaha Golf Car launch a highly personalized email nurture program to remind customers when their vehicle warranty offer was about to expire (personalized with each customers’ exact vehicle model, warranty number, and warranty expiration date).

This successful and highly integrated campaign contributed to more than $1 million in revenue – proving that personalizing the customer service experience AI in customer experience is good for customers and good for business.

The Takeaway

CX technologies are any supporting infrastructure, software, or tools used to create a better customer experience for your users.

There’s no negative impact of technology on customer service or customer experience, just endless options and capabilities to solve every unique challenge in the book.

Plus, a ton of smart partners, like Whereoware, can help you choose the right technology and techniques for your needs. Don’t wait to get started! Partner with us to get your customer experience right through smart data, powerful technology, and an obsession with delivering customers value at every turn. AI in customer experience is no longer the future – it’s the now.