Recent advancements in AI have transformed the way enterprises deliver Customer Experiences (CX), enhancing every CX function’s capabilities. AI adoption in CX is increasing, varying across functions and industries, as enterprises integrate new AI features into their CX platforms. The productivity gains AI is facilitating across all functions are primarily driving AI-enabled CX’s growing demand.

Generative AI has significantly impacted CX by enabling numerous use cases across different segments, providing tangible benefits to enterprises. However, amidst these advancements, enterprises face challenges in scaling AI for CX operations, mainly due to regulatory hurdles. Responsible AI practices could potentially serve as a solution to this problem.

In this report, we examine AI’s rising significance in CX across various functions and industries, highlight key use cases and trends, present an integration framework, and outline the ideal technology partnership ecosystem. We also discuss the metrics and outcomes enterprises prioritize and generative AI’s real-life applicability, risks, and impact on CX. Additionally, we address the challenges enterprises face, strategies to navigate global regulations, and AI’s future in CX.

Scope

All industries and geographies

Contents

In this report, we examine:

• AI adoption in CX across functions and industries: key use cases and trends driving adoption
• The AI in CX framework: embedding AI features across CX functions for long-term success
• The enterprise AI partnership ecosystem: ideal technology partnerships for CX
• Key metrics and outcomes and top priorities for enterprises
• Generative AI in CX’s real-life use cases, impact, and associated risks
• AI in CX’s future and challenges

Membership(s)

Interactive Experience (IX) Services

Sourcing and Vendor Management