Artificial intelligence (AI) is advancing rapidly and can now be applied to enhance almost any business process, whether that concerns the back-end systems that leaders and employees use, or the front-end systems that deliver the customer’s experience.
Over the course of 2023, new capabilities, new customer demands, and challenging economic conditions created a new business case for the use of AI in CX and as 2024 begins, practitioners are looking to upskill and invest for the future.
With input from Mastercard, Freshpet, Cox Automotive, Deloitte Digital and AWS Marketplace, this report explains how and where AI is being applied to drive customer-related KPIs and how its future development will continue to transform the experiences of customers and employees, while driving greater efficiency across the organization.
Download this report to find out:
- The key AI-powered capabilities organizations are focused on for 2024.
- How to cut through the hype when dealing with vendors.
- Practitioner and vendor outlooks for the development and reach of AI in CX.