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).
- 92% of companies report improved response times thanks to AI, and 83% say it's easier to address customer needs (Hubspot).
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 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
- Foundational – Organizations are in the early exploration phase, gathering use cases, consulting experts, and assessing their current capabilities.
- 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.
- Intelligent – AI is integrated strategically. Chatbots, LLMs, and personalized experiences become standard practice.
- Predictive – Organizations use AI-driven insights to anticipate customer needs and provide seamless, hyper-personalized experiences across all touchpoints.
- 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 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
- Evaluate your current state – Identify where your organization falls on the maturity spectrum.
- 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).
- Develop a roadmap – Set clear goals for optimizing AI-human collaboration.
- 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
