2024 is a vital year for Customer Experience Management (CXM), as gen AI is transforming how businesses interact with their customers. In this report, we explore gen AI’s integration within the CXM value chain, highlighting its potential to significantly enhance customer satisfaction, streamline operations, and drive revenue growth.
The report provides an in-depth analysis of gen AI use cases across various CXM components, including customer services and support, sales and collections, order fulfillment, and value-added services. It also examines the challenges faced by businesses, such as reducing customer effort, balancing technology with human touch, and managing massive amounts of unstructured data. By demonstrating the transition from pilot projects to full-scale production deployments, the report offers actionable insights and recommendations for leveraging gen AI to improve customer experience and operational efficiency. The report will empower professionals looking to integrate AI into their CXM strategies and achieve superior outcomes.
Scope
All industries and geographies
Service: CXM
Contents
In this report, we examine:
CXM services’ overview, value chain, key business issues, and challenges
Gen AI’s impact in addressing CXM challenges
Market maturity for gen AI adoption
High adoption use cases for gen AI in CXM based on the study
