AI and the Empathy Gap: Finding the Balance between AI and Human First Customer Experience

NEW YORK, Aug. 13, 2025 (GLOBE NEWSWIRE) -- While brands are celebrating AI-driven efficiency gains in customer experience (CX), a significant gap exists between their internal benefits and the often underwhelming service that consumers are actually experiencing. According to Verizon’s CX Annual Insights report, the future of CX isn't just about implementing AI, but about strategically integrating it to amplify human connections and address core customer frustrations.