Noesion Radarnoesion.ai
Survey2026-09-14

Nearly two in five business leaders reported CX problems from AI-driven decisions. Half of those saw more complaints or support queries. Half also saw confusing or inconsistent customer experiences. CX leaders were 3.5 times more likely to trust AI when they could see the full customer journey. TheyDo suggests AI may base suggestions on conflicting data across systems. Customer journey data often sits in many back-end systems. Decisions from one data point can create friction elsewhere in the journey. One-third of respondents first spotted CX problems during customer service interactions. TheyDo says service teams often see upstream decision consequences first. AI summaries should not replace direct customer listening and observation.

  • 2 in 5 leaders saw CX issues
  • 3.5x more likely to trust AI with journey visibility
  • 1,000 decision-makers surveyed
  • 1/3 saw problems in customer service

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