target audience: TECH BUYER Publication date: Jan 2024 - Document type: Tech Buyer Presentation - Doc Document number: # US51663224
AI Everywhere Strengthens Intelligent Experiences
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Abstract
This IDC Tech Buyer Presentation explores how AI-driven capabilities contribute to strengthening the delivery of intelligent experiences. IDC's Future of Customer Experience (FoCX) Survey, which was fielded in June–July 2023, found that 35% of customer experience (CX) executives agree that the acceleration of innovative capabilities such as generative AI (GenAI) and Web3 will most impact future CX strategy. In the coming era of intelligent experiences, AI and GenAI, in particular, hold the promise to offer enterprises significant experience-based market differentiation. Automation and intelligence augmentation will enable organizations to accelerate value-based outcomes for the organization as well as the customer.
Crucial, however, for CX leaders to note is that while AI can much more effectively enable and scale customer data and insights, the hard work of cross-enterprise CX transformation will be essential to achieve the promise of delivering customer empathy@scale.