A new research report from Genesys found that AI is rapidly becoming indispensable for companies aiming to stay competitive in the customer experience (CX) landscape.
More than 80% of CX executives believe AI will be a clear differentiator for their organization in the future and 59% say adopting AI in customer experience will lead to increased customer loyalty and lifetime value, according to the report “Customer experience in the age of AI.”
Businesses that fail to weave AI strategies into the fabric of their experience operations risk falling behind competitors, losing customers and demotivating employees.
This report explores how to make AI work for your customers, your employees and your organization.
- AI is quickly becoming an indispensable part of a successful CX strategy.
- AI is making significant inroads in personalization and customer journey analysis.
- AI-powered chatbots are widely used, but few organizations are leveraging AI’s full potential across the customer and employee experience.
- AI deployments face challenges around data strategy, regulatory uncertainty and employee concerns, but many CX leaders have strategies in place to overcome these.
- AI is reshaping the employee experience and transforming how service is delivered.
