AI Transparency and Fundamentals Drive Better Customer Experience

Practitioners report that openly disclosing AI involvement in customer interactions leads to higher engagement and satisfaction. In virtual roundtables, most customers stay when told they are speaking to a bot, with opt‑out rates low and CSAT scores approaching those of human agents. The Salesforce State of the Connected Customer report showed that 89% of consumers want to know when they are dealing with AI, yet many brands still hide it.

At CX Forum East, leaders emphasized that AI success depends on a solid experience foundation. Forrester introduced an updated Total Experience Score, now including an Employee Experience Index, to measure how brand, customer and employee experiences interact. The Home Depot received the inaugural Total Experience Honor for aligning these elements. Key pillars highlighted were trust, clear strategy, high‑quality data and workforce readiness, with workshops on AI readiness and the importance of transparent data use.