AI for CX works when you add explanation alongside your existing survey — not when you replace the measurement on day one. The 90-day sequence: Days 1–30, freeze a baseline and run one narrow AI interview pilot in parallel with an untouched NPS or CSAT program; Days 31–60, expand to two or three triggers and ship at…

AI for customer experience has two halves — a listening half that uses AI to understand customers, and a serving half that uses AI to respond to them — and almost the entire market builds only the second.