B Evidence Grade B Graded accuracy verified by the review judge Safe to Cite Recent

16%

16% -- leaders reporting ai little no impact on cx for CX leaders (2025)

Name: Leaders Reporting AI Little No Impact On Cx Statistics
Creator: Lighthouse Intelligence
Published: 2026-09-28

2025 · CMSWire

16% of CX leaders report that AI has little to no impact on customer experience.

Cite this stat Share How we verify

Attribution: CMSWire View source

Lighthouse Research Team

Last verified: 2026-09-28 · How we verify data →

Source verified Evidence graded

Value

16%

Unit

Percentage

Data Vintage

2025

Entity

CX leaders

Evidence Quality

Strong, reliable evidence

Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.

61/100 confidence

Single source - not yet corroborated

Score breakdown

Extraction

Source Trust

Citation Chain

Independence

Methodology

Freshness

Source

CMSWire Primary Tier B

https://execsintheknow.com/magazines/october-2025/ai-cant-fix-bad-knowledge-how-governance-shapes-cu… ↗

Confidence: 53/100 Vintage: 2025 Channel: Deep Crawl

Source Article

AI Can’t Fix Bad Knowledge: How Governance Shapes Customer Service

AI Can’t Fix Bad Knowledge: How Governance Shapes Customer Service Knowledge governance is essential for AI to deliver consistent, accurate, and compliant CX. by Sarah Jeanneault, VP Marketing at ProcedureFlow | Artificial intelligence is redefining the contact center, promising better service, lowe…

Original Research

CMSWire · Original study ↗

Methodology

Cited from CMSWire; up from 4% a year ago

Methodology documented

Segmentation

IndustryB2B Company SizeEnterprise RoleCMO Channelprint

Cite this stat

Plain Text

CX leaders: 16% leaders reporting ai little no impact on cx. Source: CMSWire (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/ai-little-no-impact-cx

HTML Embed

<blockquote cite="https://lighthousedata.io/data/ai-little-no-impact-cx" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>16%</strong> -- leaders reporting ai little no impact on cx for CX leaders<br><small>Source: CMSWire (2025) · <a href="https://lighthousedata.io/data/ai-little-no-impact-cx" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>

Share on X Share on LinkedIn

Use this data in your work

Copy the citation, embed the widget, or explore thousands more verified marketing statistics -- all free.

Copy citation Explore similar stats →