In today’s competitive business landscape, organizations recognize Customer Experience (CX) as vital for market differentiation. Despite economic uncertainty, companies are adopting digital Customer Experience Management (CXM) to navigate the downturn, gain a competitive advantage, and retain customers. Using digital CX technologies such as automation, AI, and Data and Analytics (D&A), organizations are transforming CX operations to enhance customer experiences.

D&A and AI solutions play a vital role in digital CX transformation. They offer valuable business and operational insights into customer interactions and improve agent performance in real time throughout the customer journey and associated touchpoints.

To gain a deeper understanding of how D&A and AI are driving digital CX transformation and yielding tangible business impact, Everest Group conducted a survey among 35 organizations with annual revenues exceeding US$500 million. These organizations have embarked on digital CX transformation journeys for over two years, leveraging D&A and AI solutions. Drawing insights from this survey and leveraging Everest Group’s continuous research on digital CXM, this viewpoint provides insights on how D&A and AI solutions contribute to delivering great CX.

Scope

All industries and geographies

Content

In this viewpoint, we examine:

• The current state of digital CX transformation and the role of D&A
• Adoption trends for CX D&A solutions
• Achievement of business objectives through the use of CX D&A and AI
• CX D&A and AI services’ key operating models
• Challenges and best practices for harnessing the full potential of CX D&A and AI

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management