In CX, AI is a long game: Go beyond the hype and turn AI into
a competitive advantage
83%
believe AI will be a clear differentiator for them in the future
59%
expect that adopting AI in customer experience will lead to increased customer loyalty and lifetime value
70%
report that AI is helping their journeys feel more empathetic to the customer
69%
say their organization has a plan for ethical AI deployments
Artificial intelligence spots behaviors, groups them into segments and surfaces history so you can act at the right moment to raise satisfaction and retention.
Artificial intelligence (AI) is redefining how consumers and business leaders view customer experience (CX) — and it’s rapidly becoming indispensable.
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.
The stark reality is that businesses that fail to weave AI strategies into the fabric of their experience operations risk falling behind competitors, losing customers and demotivating employees.
Explore how to effectively leverage AI in customer experience to benefit your organization, your employees and your customers.
AI is quickly becoming an indispensable part of a successful CX strategy, underscoring the critical relationship between AI and customer experience.
AI is making significant inroads in personalization and customer journey analysis, already greatly enhancing the overall AI customer experience.
AI-powered chatbots are widely used, but few organizations are leveraging AI’s full potential across the customer and employee experience.
AI is reshaping the employee experience and transforming how service is delivered.
AI deployments face challenges around data strategy, regulatory uncertainty and employee concerns, but many CX leaders have strategies in place to overcome these.
“Cutting down complexity in every possible way will be the biggest boon for AI in the customer experience.”
Christine “CK” Kerley, a global speaker and consultant on AI and technology
76%
personalize customer experience
72%
understand pain points in the customer journey
65%
streamline the customer journey across channels
As AI takes on mundane tasks, agents can now focus on higher-value conversations like de-escalation, complex problem-solving and proactive care.
Solutions like Genesys Cloud™ AI Studio empower teams to design, deploy and refine AI-powered experiences with ease, enabling agents to collaborate more effectively with automation.
“AI will allow employees to focus on higher-level strategic things.”
Ray Wang
Principal Analyst and Founder at Constellation Research.
