New Research States AI is the Differentiator - Are you Prepared for the AI-Powered Future?

The future of CX is in our line of sight. It’s so close we can taste it. Yet, we are still struggling to deliver modern experiences.

In CCW Digital’s latest market study, as few as 16% of customers stated that experiences feel tailored to their individual needs. Without effective technology and strategic implementation, companies are delivering generic experiences that don’t feel relevant or seamless.

The growth of AI is encouraging — but it’s not a cure all for brands who have underdelivered in the past. CX leaders today must work to understand customer needs and predict their next-step to ensure adequate personalization moving forward.

Ginger Conlon, Thought Leadership Director and Customer Service Advocate at Genesys shares research from an upcoming ‘Customer Experience Horizons’ report. The latest research report states that 83% of leaders say that AI will be a clear differentiator for their organizations in the future, meaning now is the time to act.

Clearly AI has the potential to revolutionize support, but leveraging it to its full potential is critical for long-term success.

By harnessing key CX trends, leaders can implement AI in a way that adds value to the customer experience. With more contextualized support, streamlined journeys and genuine personalization, brands will be in the position to exceed expectations.

Michael Logan, Strategic Director of Innovation for North America at Genesys will also be joining the conversation to unpack the top 5 trends in the CX space. 

Check out the discussion, ‘Charting the Future of CX: Insights and Strategies from Leading Reports’ on Thursday July 11th to embark on your journey towards CX excellence. By charting the future of CX, we are unpacking what matters most to customers, employees and leaders today.

Click here to register for free.

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