Enterprises are exploring transformative technologies, especially gen AI, due to the increasing focus on customer experience as a strategic differentiator. This viewpoint delves into how gen AI revolutionizes Customer Experience Management (CXM) by enabling hyper-personalized interactions, streamlining operations, and delivering intuitive, human-like support. It explores the rapid evolution from pilot programs to large-scale implementations as businesses recognize gen AI's potential to enhance customer engagement, operational efficiency, and satisfaction.
The viewpoint covers gen AI's applications across customer support, sales, and technical assistance, offering insights into its Return on Investment (RoI), adoption strategies, and critical enablers such as third-party partnerships. It also highlights emerging trends, key investment priorities, and actionable recommendations for enterprises looking to navigate adoption challenges and unlock gen AI’s full potential in a digital-first, competitive landscape.
Scope:
All industries and geographies
Contents:
In this study, we assess:
Gen AI's key impact areas in CXM operations
The current state of gen AI deployment
Significant use cases across industries
Return on Investment (RoI) and business outcomes for enterprises
A strategy for successful adoption of gen AI
Third-party providers' role in advancing gen AI implementation
