Sprinklr Research: 92% of Organizations Claim AI Delivered Improved Customer Experience, Only 27% Can Prove It
Business Wire•28/10/2026•08:00 ET
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Key Highlights
- ➤92% reported AI met or exceeded expectations in live operation
- ➤Only 27% could precisely quantify AI results using records or reports
- ➤Just 17% assigned a named owner for AI business outcomes
- ➤Named owners reported precise quantification 46% versus 23% without owners
- ➤Survey covered 807 U.S. marketing, service, and customer experience practitioners
Expert Statements
Sarah Stansberry, Chief Marketing Officer of Sprinklr
“For the past several years, the question was whether organizations could deploy AI. Today, the more important question is whether they can prove it is creating value”
Sarah Stansberry, Chief Marketing Officer of Sprinklr
“As AI capabilities become more available, simply deploying AI won’t be a differentiator. The advantage will come from understanding customers more deeply, turning that understanding into action, and proving what changed for the customer and the business.”
Justin Robbins, Founder and Principal Analyst at Metric Sherpa
“The question we wanted to answer wasn't whether organizations believe AI is working. Most already do”
Justin Robbins, Founder and Principal Analyst at Metric Sherpa
“The more important question is whether they can show the evidence behind those claims. What we found is a significant gap between confidence and proof. Organizations are reporting success, but many struggle to identify the baseline, the owner, the comparison, or the records that explain how they reached that conclusion. As AI becomes more central to customer experience, leaders need a more disciplined way to separate perception from evidence.”
Sprinklr Research: 92% of Organizations Claim AI Delivered Improved Customer Experience, Only 27% Can Prove It
“Show Your Work,” a new report by Sprinklr and Metric Sherpa, identifies the gap between AI confidence and proof of impact in customer-facing initiatives
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