How to build your business case for AI

Tell the strongest CX transformation story

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Learn how AI can transform customer experience

For all the advances in artificial intelligence (AI) and the attention it’s receiving, businesses often lack clarity in how they should use AI as a driver of customer experience (CX). Developing an AI business case is a process of discovery that informs both your short-term goals and your long-term strategy to maximize value.

In this guide, we’ll show you where to focus your AI efforts to achieve results and what you need to do to make those results possible. You can improve efficiency with quick wins and balance that with a robust strategy — without AI being a disruptive experience.

As you develop your business case, remember that AI is a means to achieve your goals; it’s not the goal itself. Use AI as a tool to organize your existing resources — people, knowledge and data — in the best way possible. A solid business case that’s unique to AI will set you on the path to transformation.

Highlights

Build consensus and alignment among stakeholders
Determine which use cases make sense now and which to save for later
Use metrics to show how changes will impact people, processes and workflows
Quantify the business value so you can tell a compelling story

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.