Reality Check: Customer Behaviors That Impact Your AI and Service Strategy

• How GenAI is reshaping customer service journeys and interaction preferences

• The factors influencing customer trust and adoption of GenAI

• How customer behaviors and expectations impact AI strategy

• How to maximize value from GenAI investments by aligning them with customer needs

Organizations rushing to deploy customer-facing GenAI tools without understanding customer needs or building trust risk low adoption, poor ROI and reputational damage. Based on the 2026 Gartner State of the Customer Survey of more than 3,500 customers, this session explores the impact of AI on customer service journeys and customers' use of and preferences related to GenAI.

Gartner experts share data-driven insights to help leaders better understand customer behaviors, trust factors and adoption preferences. Learn how these insights can inform more effective AI deployments and service strategies.

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