Customer Experience (CX) is fundamentally transforming as enterprises shift from managing costs to achieving measurable business outcomes. With generative AI, Large Action Models (LAMs), and advanced analytics at the core, organizations are adopting outcome-driven strategies that create personalized, efficient, and scalable CX delivery models.
In this report, we explore how global enterprises embed AI across the CX value chain to unlock growth opportunities, improve customer engagement, and drive operational efficiency. From hyper-personalization for Subject Matter Experts (SMEs) to multilingual support and dynamic pricing, AI enables businesses to deliver seamless, context-aware experiences across channels and touchpoints. This report demonstrates AI’s potential to enhance top-line and bottom-line impact through practical use cases, from virtual try-ons in retail to AI-powered virtual assistants in banking and telecom. These use cases emphasize a total experience approach that integrates employees, customers, and operational insights, shifting the CX narrative from isolated support functions to enterprise-wide engagement.
Scope
Geography: global
Industry: all
Service: CXM
Contents
In this report, we examine:
Examine enterprises’ evolving CX strategies from cost efficiency to outcome-driven transformation using AI
Assess how generative AI, LAMs, and multimodal AI enable intelligent, personalized CX
Analyze key stages in building scalable AI-powered CX models
Evaluate use cases across industries, highlighting AI’s impact on engagement, efficiency, and revenue
