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Every customer interaction is now a data point, a review, and a public record. If you're not using AI to learn from and act upon it, the truth is that you're falling behind.
And yet, while most companies say customer experience (CX) is a top priority, only a small fraction are truly equipped to act on feedback in a meaningful, scalable way. In fact, our own research shows that only 36% of senior leaders say they act on feedback within 24 hours. Why? Because the gap between collecting feedback and doing something valuable with it is still too wide.
At AskNicely, we’ve spent over 10 years helping service businesses close that gap. And now, with the rise of AI, the game has transformed.
Here’s how.
Almost every leader thinks they’re acting on customer feedback — according to our 2025 State of customer experience management report, 96% say they do. But when you dig into the data, the story shifts.
Only 36% respond within 24 hours. Over half wait a week. And 12% let feedback sit for a month or more.
That’s a problem, because the majority of customers expect their feedback to be acknowledged within 24 hours. Which means 63% of companies are falling short before they even start the conversation.
Collecting feedback is just step one. To create truly meaningful customer experiences, you need to understand what customers are saying and take meaningful, fast, and scalable action.
That’s where AI comes in.
Traditionally, businesses have relied on one-size-fits-all customer surveys, asking every customer the same set of generic questions. But that approach just doesn’t cut it anymore. Today’s customers quickly tune out surveys that feel irrelevant, often responding with one-word answers or skipping them altogether.
With Dynamic Surveys, we personalize the experience. By leveraging what you already know (who the customer is and where they are in their journey), we tailor each question to be timely and meaningful. The result? Deeper context, richer insights, and up to 3x more qualitative feedback.
AskNicely also automatically categorizes every piece of incoming customer feedback into themes, giving managers a live, clear view of what customers care about most and what’s impacting the NPS and CSAT scores they give. Even better, AskNicely surfaces emerging themes in real-time, helping you spot trends before they turn into problems.
It’s like having a data scientist, a CX strategist, and a frontline coach all rolled into one, on-call 24/7.
One of the most exciting parts? These AI-driven insights unlock more meaningful, targeted coaching conversations.
Let’s say your AI dashboard shows a surge in feedback about service speed. AskNicely will instantly recommend that as a focus area with targeted actions your team can take to improve. Set that, and your team gets alerted to the focus area and what they can do to improve. You also have the option to send shoutouts to team members who got great feedback, reinforcing positive behaviors and recognizing a job well done.
This leads to more engaged staff, more focused effort, and more high-fives all around when performance improves.
With focused, high-quality feedback flowing in, you can act faster and smarter.
With AskNicely, you can resolve customer issues before they escalate. Spot potential churn risks early. Address patterns proactively.
Customers notice when they’re heard and helped quickly. It shows you value their time, take their concerns seriously, and are committed to improving their experience. On the flip side, delays in response create frustration, erode confidence, and send the message that their voice doesn’t matter.
One of our customers put it best:
“It’s been awesome to see how AI can categorize a phrase from a customer into a theme. I’ve uncovered new insights that I otherwise wouldn’t have, and it’s meaningfully reduced manual tracking.”
- Damaris D. Sirop, VP Director, Member Experience, First Commonwealth Federal Credit Union
At the end of the day, customer experience lives and dies on the frontline. The best CX strategies aren’t top-down; they’re driven by the people who interact with customers every day.
Integrating AI into your operations gives your frontline teams a clear view of what customers care about most, helping them focus their efforts where it matters. When teams can see the impact of their actions on customer feedback, they take greater ownership, stay more engaged, and consistently deliver better experiences.
In short, everyone wins.
AI is transforming customer experience. Not in some vague, futuristic way, but right now, today, in real, measurable ways.
The businesses that thrive in this new era will be those that don’t just collect feedback, but act on it fast, at scale, and with a frontline-first approach. The ones who give their frontline teams the tools and insights to shine. The ones who embrace the power of AI not as a gimmick, but as a true performance engine.
We built AskNicely’s AI features to help you be one of those businesses.
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