Future of Customer Experience: Harnessing Generative AI for a Differentiated Customer Experience

Executive Snapshot

• Figure: Executive Snapshot: Harnessing GenAI for a Differentiated Customer Experience

Situation Overview

• What Is GenAI and Why Does It Matter for the Future of Customer Experience?

• Why Should CX and IT Leaders Pay Attention to GenAI?

• Customer and Operational Data and Insights Will Power Future Value Exchange

• Interest in GenAI for CX Is Being Driven at the Highest Levels of the Organization

• Figure: Benefits Sought by the C-Suite from IT Leadership

• Figure: Top Areas for GenAI Integration

• Battling Experience Commoditization

• GenAI Characteristics Inherently Lend Themselves to Better Experience Outcomes

• Figure: Key GenAI Characteristics

• GenAI Technology Capabilities and Related CX Use Cases

• Figure: Enterprise Adoption of GenAI

• Table: GenAI Technologies and Related CX Use Cases

• Enterprises Must Address Challenges Related to Trust and Business Value Before GenAI Can Help Enterprises Scale Empathetic CX Outcomes

• Figure: AI Investment Allocation Over the Next 18 Months

• Figure: GenAI Top Risks That Concern the C-Suite

• Maintaining Control of Proprietary Data

• Figure: Factors Significantly Limiting Enterprise Adoption of GenAI

• Safeguarding Customer Trust

• Managing Brand Risk and Regulatory Compliance

• Staying Focused on Customer Value and Outcomes

Advice for the Technology Buyer

Learn More

• Related Research

• Synopsis