Unlock the significant financial opportunities presented by AI in customer experience, estimated to reach trillions of dollars, by understanding a framework for systematic implementation and capturing early, compounding advantages. This report provides practical guidance and real-world examples to help organizations reshape their CX operations through AI.
- Understand the three primary pathways to creating value with AI in CX: productivity gains, growth through hyper-personalization, and process improvement leading to lower cost-to-serve.
- Learn about the AI-enabled customer experience framework, encompassing customer intelligence for real-time insights, experience design & delivery for context-based engagements, and operational performance for efficient processes.
- Discover the critical steps for implementing AI-enabled CX, including setting your AI ambition, establishing risk and ethics guidelines, and evolving your technology and data foundation.
- Explore the importance of a systematic, organization-wide approach to AI implementation versus fragmented pilots to achieve scalable and exponential value, preparing for an agentic AI future.
