Artificial intelligence AI and Customer Experience: is now at the center of the france whatsapp number data evolution of customer experience and business. But the challenge – as many studies show – is not so much technological as strategic: combining quality data, human-centered design and shared vision. We analyzed the results of a ServiceNow research, which involved end customers, and those of Snowflake on the ROI of AI investments. Although ServiceNow photographs the consumer’s point of view and Snowflake analyzes a business perspective, both agree on a fundamental point: the adoption of AI is no longer an exploratory option, but a concrete lever of transformation and value. They also agree on the need for solid governance, accessible data and transversal training.
The voice of consumers
According to ServiceNow’s Consumer Voice Report 2025 , Italian traveling a child abroad during war: advice from a family lawyer consumers are redefining their expectations of AI: they are not only looking for speed and efficiency, but also empathy. 54% say that current chatbots do not pick up on emotional cues, while a quarter believe they should already do so. However, trust is growing: 75% believe that, over time, AI will be able to recognize emotions, with greater trust among young people (49% of those under 34) than older people (35% of those over 55).
“Today, AI is no longer just a tool, but an essential partner for people in customer service. For this reason, the future of customer relationships lies at the intersection of AI and emotional intelligence (EQ). Consumers no longer want AI that simply does the job, they want AI that understands them,” says Filippo Giannelli , area VP Israel & Italy and country manager ServiceNow Italy.
The paradox of the digital user is evident: while 90% of Italians consider it essential to receive quick and precise answers, 27% continue to prefer human contact over the phone, even though 53% find it frustrating to wait more than ten minutes. And although 64% appreciate a good chatbot service, 91% still perceive barriers in the relationship with AI, including impersonality, errors and lack of trust.
Finally, perhaps the most revealing statistic: 41% of consumers say that AI has not yet met their expectations, but a third (33%) recognize a clear improvement. AI seems to work best when it supports human agents: 57% of users positively view live chat experiences in which the agent is assisted by data and AI.
Generative AI and ROI
The data from the Radical ROI of Generative AI research antigua and barbuda business directory conducted by Snowflake with Enterprise Strategy Group, are unequivocal: 92% of companies have already achieved a return on investment in AI and 98% plan to increase their initiatives in 2025. For every million dollars invested, there is an average of 1.41 million dollars of economic return. Generative AI is applied both internally (to increase productivity) and externally (to improve customer experience), and the results are visible: +88% in efficiency, +84% in customer satisfaction, +84% in innovation.