Gartner® research report

How Generative AI Will Transform Your CX Program

Leverage generative AI to enrich your customer understanding, create smarter automation in real time and boost employee performance.

Artificial intelligence (AI) is enabling organizations to organize and optimize their resources — people, knowledge and data — to increase productivity and uncover insights. And within the contact center, AI is being leveraged to predict the next step in a customer’s journey, increase agent efficiency and optimize customer journeys in real time.

Read the latest Gartner report to discover the key impacts of AI in the contact center, and implementation recommendations for contact center leaders to optimize ROI and mitigate risks.

You’ll also get insights on:

  • How to leverage AI to access new customer insights
  • The market direction and key opportunities for AI in customer experience
  • How AI can help agents by automating tasks and providing actionable insights



Gartner, How Generative AI Will Transform Your CX Program, Maria Marino, 4 December 2023

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.