---
title: Customer experience in the AI era
description: Download the AI + Human Maturity Model™ for Customer Experience to assess your CX maturity.
---

[Blog ](https://www.glance.cx/blog)

# [Customer experience in the AI era](https://www.glance.cx/blog/customer-experience-in-the-ai-era)

 Written by [Tom Martin](https://www.glance.cx/blog/author/tom-martin) | Feb 19, 2025 2:51:36 PM

Customer experience (CX) is evolving at an incredible pace, and AI is at the heart of this transformation. Just look at these eye-opening numbers:

- The global AI in CX market is expected to skyrocket from $10.5 billion in 2023 to $76.7 billion by 2033 ([market.us](https://market.us/report/ai-in-customer-experience-market/)).
- 92% of companies report improved response times thanks to AI, and 83% say it's easier to address customer needs ([Hubspot](https://blog.hubspot.com/service/ai-in-customer-service)).

With AI reshaping CX, it’s no longer a matter of if businesses should adopt it, but rather how effectively they can integrate AI with human support to create smooth, meaningful customer experiences.

## **Introducing the AI + Human Maturity Model™ for Customer Experience**

Glance’s [**AI + Human Maturity Model™ for Customer Experience**](https://www.glance.cx/ebooks/ai-human-maturity-model-for-customer-experience) helps organizations assess where their CX stands in its AI journey. This model identifies five key maturity levels, guiding businesses toward a balanced, effective approach to AI and human interaction.

Let’s take a look at these five stages.

### **The five stages of CX maturity**

1. **Foundational **– Organizations are in the early exploration phase, gathering use cases, consulting experts, and assessing their current capabilities. 
2. **Responsive – **Businesses begin structuring their AI + human strategy by mapping customer journeys and identifying areas for improvement. Multiple support tools and channels are introduced for efficiency.
3. **Intelligent – **AI is integrated strategically. Chatbots, LLMs, and personalized experiences become standard practice.
4. **Predictive – **Organizations use AI-driven insights to anticipate customer needs and provide seamless, hyper-personalized experiences across all touchpoints. 
5. **Proactive – **At this highest level, AI is fully embedded in operations, dynamically orchestrating customer journeys. Automated follow-ups, real-time assistance, and GenAI-powered interactions free human agents to focus on high-impact engagements. AI and human expertise work in perfect harmony.

## **Why this matters now**

Customers today expect speed, convenience, and personalization—and AI is key to meeting these demands. However, organizations that rely too heavily on AI risk losing the [**human connection**](https://www.glance.cx/blog/the-power-of-human-ai-collaboration-in-customer-experience) that builds trust and loyalty.

**The most successful brands aren’t choosing between AI or human interaction; they’re combining both to create frictionless, empathetic experiences. **That’s why assessing your organization’s AI + Human CX maturity can be such a valuable exercise.

## **How to use the maturity model**

1. **Evaluate your current state** – Identify where your organization falls on the maturity spectrum.
2. **Pinpoint areas for improvement** – Determine what’s needed to move to the next stage (e.g., better AI integration, enhanced agent training, or improved predictive analytics).
3. **Develop a roadmap** – Set clear goals for optimizing AI-human collaboration.
4. **Measure impact** – Track key metrics like customer satisfaction, resolution times, and operational efficiency to ensure progress.

## **Ready to assess your CX maturity?**

Where does your organization stand in the AI + Human CX evolution? Download Glance’s **AI + Human CX Maturity Model** to evaluate your current strategy and take the next step toward seamless, human-guided AI experiences.

**Download now: **[***AI + Human Maturity Model™ for Customer Experience***](https://www.glance.cx/ebooks/ai-human-maturity-model-for-customer-experience)

[View full post](https://www.glance.cx/blog/customer-experience-in-the-ai-era)

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