Customer experience industry poised to join the AI revolution

New research into the intelligent enterprise reveals the biggest trends and challenges to impact the CX industry by 2020

CX Network, a leading online community for global customer experience (CX), service, insight, digital and marketing practitioners, is to publish a ground-breaking report in October 2017 on the role of intelligent enterprise (IE) technologies within the industry.

Based on in-depth research into the CX market, this thought leading report delves into IE, the suite of novel technologies that are changing how companies operate internally and externally such as artificial intelligence (AI), the internet of things (IoT), robotic process automation (RPA) and machine learning, as the future the industry by 2020.

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The study has found that while 36 per cent of businesses are currently just in the beginning or planning phase of their IE journeys, by 2020 a majority of 53 per cent of organisations want to be at the established stage.

Barriers to intelligent enterprise progression include building an internal culture, competing priorities and upgrading or working with legacy systems.

However, a third of CX leaders cite the need for a clearer view of the vendor market before they can implement the necessary technologies to make this happen.

Other barriers to progression include building an internal culture, competing priorities and upgrading or working with legacy systems. To help overcome these challenges, practitioners ask for more case studies, industry research, training and budget.

The full report, titled ‘AI 2020: The future of customer experience’, is being produced in association with AIIA.net, a web portal designed to help business executives navigate the benefits of AI to businesses.

The report is part of IQPC Digital’s cross-sector market study on the adoption of IE technologies, which includes new insight into the defence, oil & gas and pharmaceutical markets.

CX Network is now inviting potential partners to sponsor the report.

For more information, contact John Kearns:

+44 (0)207 368 9882
john@cxnetwork.com