Digital Customer Experience Management (CXM) leverages a multi-layered ecosystem of technologies and concepts to provide unparalleled CX. The integration of gen AI and Large Language Models (LLMs) into this dynamic ecosystem enables enterprises to unlock new use cases, leverage advanced technologies, and identify investment opportunities, making operations more effective while enhancing overall CX.
In this report, we examine current and upcoming digital technologies and their adoption trends, next-generation digital KPIs, and potential gen AI use cases. We explore gen AI’s impact, analyzing both current enterprise perceptions and future outlook for the digital CXM market, while discussing the evolving role of service providers in navigating this dynamic landscape.
Scope
All industries and geographies
Contents
In this report, we:
Examine digital CXM and its adoption trends
Determine gen AI’s influence on digital CXM and upcoming technology advances in digital CXM
Look at enterprise perceptions of gen AI, including current and future outlook and the evolving role of service providers
