A CX lens on "Trends - Artificial Intelligence (AI)" report
A first look into Mary Meeker's exhaustive report on AI
Inspired by my friend Mitch Lieberman 's post on Mary Meeker & Co's exhaustive report on AI Trends (actual full report), I asked Anthropic's Claude to provide me a quick summary of how a CX executive should interpret the contents. Here's what Claude reported back:
1. AI-Powered Customer Service is Scaling Rapidly and Delivering Measurable Results
The report shows dramatic real-world success in AI customer applications:
Bank of America's Erica has handled 2+ billion customer interactions since 2018, with 50,000+ performance updates
AI customer service companies like Decagon grew from ~$1MM to $10MM ARR in just one year
72%+ of workers using AI chatbots report they help them do things "quicker" and "better"
This indicates AI customer service isn't experimental anymore—it's proven and scaling fast.
2. Customers Are Already AI-Native, Creating New Expectations
Consumer adoption data reveals customers are embracing AI interfaces at unprecedented speed:
ChatGPT reached 800MM+ users in just 17 months—faster than any technology in history
83% of Chinese consumers and 39% of US consumers believe AI has more benefits than drawbacks
5.5 billion global internet users are increasingly experiencing AI-first interfaces
CX leaders must recognize that customers aren't waiting to be introduced to AI—they're already using it and expecting AI-enhanced experiences.
3. Multimodal AI Enables Richer, More Natural Customer Interactions
The report highlights the rapid advancement toward multimodal AI (text, voice, image, video):
1,150% increase in multimodal AI models released over two years
Examples like Spotify's real-time audio translation and voice-enabled customer support
Enterprise focus shifting toward customer-facing revenue applications rather than just cost reduction
This means CX teams can now design experiences that feel more natural and human-like, moving beyond text-based chatbots to rich, conversational interfaces that can understand and respond across multiple communication modes.
Bottom line for CX leaders: AI customer experience isn't coming—it's here, scaling rapidly, and customers expect it. The competitive advantage now goes to those who implement it most effectively.
As with her previous reports, dating back to the mid-90s, a quick summary hardly does the report justice, but I figured I share some early insights via Claude.
#CX #Claude #Trends