AI in CX case studies

Many people in the community are looking for artificial intelligence (AI) in customer experience (CX) case studies. These examples of appying AI in CX in the real world can help people figure out how to get started and where the technology can have the greatest impact.

ROI: The need for AI in CX case studies

Respondents of the Global State of CX 2025 revealed that AI is a priority for businesses. Four of the top 10 trends changing the role of the CX practitioner have AI in the title. Automation of CX and service functions (24 percent) and AI/machine learning (ML) for business operations (20 percent) are the top two investment priorities for CX, according to respondents. 

The top obstacle for bringing CX investments to life is demonstrating return on investment (ROI) with 39 percent of respondents choosing it. Seeing is believing. To prove ROI, companies must have AI in CX case studies to which they can turn. Discover a few of them: 

Walmart's AI "super agents" to improve CX

Walmart recently announced its application of AI "super agents." The goal is to streamline operations and improve the shopping experience for customers. The tools will simultaneously help customers and employees. Once again, the emphasis is on CX and EX feeding off each other. Walmart has reported that it is already seeing positive gains from applying AI. 

Learn more by reading about Walmart's addition of AI "super agents." 

Walmart Mexico's insights revolution with AI

Montserrat Padierna, a CX Network Advisory Board member and then customer knowledge and experience CoE lead at Walmart Mexico, shared this case study on how AI upgraded the availability and translation of customer insights, which has allowed for more informed decision making. This unified CX management approach laid the foundation for developing a customer-centric culture. 

Learn more by reading the case study on AI at Walmart Mexico.  

Verizon bets on AI agents to transform CX

Many people are talking about how AI agents can help enhance the work of human agents. Verizon is actually testing this theory. The technology has been customized to meet the specific needs of Verizon and its customers. The telecom company has expanded its live agent hours and permitted 24/7 live chat. Simultaneously, Verizon has provided more access to physical Verizon stores. 

Learn more by reading Verizon bets on AI agents to transform CX.

Spirit Airlines adopts AI-powered self-service

Necessity is indeed the mother of invention. The pandemic caused numerous travel disruptions that led Spirit Airlines on a mission to find solutions that would improve customer satisfaction (CSAT) in hard times. This quest to help customers whose flights got delayed or canceled led the airline to enable self-service, which is only possible with AI technology. 

Learn more by reading about Spirit Airlines' self-service model. 

Swiss Air applies AI to inspire travelers

This is an interesting case study because it has cold machines helping people envision the possibility of warm memories. Customers can get ideas for vacations during the booking process because of the fact that the airline is leveraging AI. Heidi, the AI virtual assitant, provides travelers with recommendations that include photos and descriptions to motivate people to see the world. 

Learn more by reading about Swiss Air's virtual agent Heidi. 

Michael Kors applies AI to improve KPIs

Michael Kors is using AI to help improve metrics like reducing average handle time (AHT). The strategy for leveraging AI goes hand-in-hand with building a contact center that creates the same type of CX as the physical stores do. The approach is detailed and fastidious with the intent of helping human agents create a bit of the magic for which the designer fashion and accessory brand is known.

Learn more by reading about how Michael Kors is creating a uniform brand identity.

Virgin Money turns to conversational banking

Conversational banking is a digital form of banking that is gaining traction. This case study focuses on how Virgin Money has applied the technology by starting small to avoid major risk and ensure customer data remains safe and secure. The goal is to provide the ease and convenience of leveraging AI without adding risk because financial services and banking are highly regulated fields. 

Learn more by reading about how Virgin Money expanded its conversational banking offerings. 

Special Report: The Global State of CX

Tenth annual flagship report. AI has transformed CX, raising expectations with investment in AI for CX automation, machine learning, and conversational AI now a top priority. Download the Global State of CX to learn how the industry is preparing for the new AI first future.

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