With the emergence of generative AI models, enterprises are increasingly investing in this technology. Organizations recognize generative AI’s transformative potential across various industries, particularly in Customer Experience Management (CXM). Generative AI’s ability to generate content, identify data trends, and provide actionable insights has the potential to revolutionize CXM operations.
However, to fully leverage generative AI in CXM, organizations must overcome several challenges. These include ensuring adequate technology infrastructure and training data availability, addressing concerns around data privacy, talent shortages, and navigating regulatory complexities. To assess enterprise readiness for implementing generative AI in CXM, Everest Group surveyed CXM, digital transformation, and innovation leaders from 200 companies worldwide. This report combines survey results with Everest Group’s research and expertise to provide data-driven insights into generative AI application, adoption drivers, implementation strategies, and overall organizational readiness.
Scope
Services: CXM, CX excellence
All industries and geographies
Contents
In this report, we examine:
The current level of understanding and perceived potential of various generative AI applications among enterprises
Key drivers of generative AI adoption and areas for deployment
An implementation roadmap for generative AI solutions in CXM
Enterprise readiness to adopt generative AI solutions for CXM operations
Enterprise awareness, perceived potential, and preparedness within specific industries
