target audience: TECH BUYER Publication date: Sep 2023 - Document type: IDC PeerScape - Doc Document number: # US51259423
IDC PeerScape: Peer Insights to Transform Customer Experience Using GenAI
Table of Contents
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IDC PeerScape Figure
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Figure: IDC PeerScape: Customer Experience — Practices to Transform Customer Experience Using GenAI
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Executive Summary
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Peer Insights
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Practice 1: Look for Areas of CX Improvement That Match the Strengths of GenAI Tools
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Challenge
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Examples
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IWCO
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Fortune 100 Bank
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The ODP Corporation
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OneSource Virtual
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Guidance
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Practice 2: Deploy a POC with Data Governance Applied to LLM Data Sets; Assign a Team to Manage the Project
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Challenge
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Examples
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IWCO
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Fortune 100 Bank
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The ODP Corporation
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OneSource Virtual
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Guidance
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Practice 3: Leverage Continuous Improvement Inherent in GenAI; Analyze Sentiment; Minimize Risk
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Challenge
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Examples
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IWCO
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Fortune 100 Bank
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The ODP Corporation
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OneSource Virtual
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Guidance
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