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Customer Experience (CX) Unleashed: Harnessing Gen AI and Tech Innovations for Next-level Customer Engagement

Viewpoint

13 Sep 2024
Categories:
CXM Services (including Contact Center Outsourcing) CX Excellence Healthcare Provider Outsourcing Excellence | Standard Outsourcing Excellence | BPO Outsourcing Excellence | Banking and Financial Services Outsourcing Excellence | Banking and Financial Services | BPO Outsourcing Excellence | Healthcare and Life Sciences Outsourcing Excellence | Healthcare and Life Sciences | BPO Outsourcing Excellence | Insurance Outsourcing Excellence | Insurance | BPO CXM Technology Viewpoint Complimentary Publications
Analysts:
Sharang Sharma
Anubhav Das
Aman Birari
Simran Agrawal

In today’s fast-paced world, Customer Experience (CX) transformation driven by cutting-edge technology is no longer optional but necessary for enterprises. Customers now demand seamless, personalized experiences, making CX a top priority for companies striving to stay competitive. With instant access to services becoming the standard, delivering exceptional CX – characterized by quick response times, consistent interactions across channels, and a personalized touch – has never been more critical. Advanced technologies are central to modern CX strategies, empowering businesses to exceed customer expectations, enhance operational efficiency, and drive revenue growth.

Many enterprises are ramping up their investments in technologies such as cloud migration, agent-assist solutions, gen AI integrations, advanced analytics, and workforce management tools to enhance their contact center operations. However, they face considerable challenges in their CX transformation efforts, including regulatory constraints, outdated legacy systems, and budget limitations. To overcome these hurdles, over 75% of enterprises are exploring gen AI to automate tasks, shorten response times, and improve personalization. This technology can potentially revolutionize CX by making interactions more efficient and tailored.

This report offers a comprehensive roadmap to integrate these advanced technologies for businesses committed to advancing their CX strategies. By understanding the current landscape – including sourcing strategies and regional variations – enterprises can make well-informed decisions about investing in CX solutions, selecting the right partners, and overcoming scalability challenges. This report can benefit companies seeking long-term business outcomes through transformative, technology-driven CX initiatives.

Scope

  • All industries and geographies
  • This report is based on a survey of 71 respondents across industries, Everest Group's proprietary CX database, and fact-based research

Contents

In this viewpoint, we examine:

  • Enterprise CX transformation’s current state
  • Gen AI adoption trends in CX operations
  • Gen AI’s impact on contact center operations
  • Sourcing strategy for CX technology transformation

Membership(s)

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

CX Excellence

CXM Technology

Sourcing and Vendor Management