Future of Customer Experience: How CX Services Providers Should Support CMOs with Generative AI

Executive Snapshot

• Figure: Executive Snapshot: Future of Customer Experience — How CX Services Providers Should Support CMOs with Generative AI

New Market Developments and Dynamics

• Could Generative AI Actually Be “This Year’s Metaverse”?

• Generative AI Has Broader and Deeper Applicability than the Metaverse, Making It a Potentially Foundational Technology

• Generative AI’s Breadth Is the Key Difference Versus the Metaverse

• Generative AI and IDC’s Future of Customer Experience Model

• Figure: IDC’s Future of Customer Experience Model

• Generative AI Adds an Element of Creativity to Classic AI-Based Automation

• What Can Generative AI Do for CX Services Providers and Their CMO Clients?

• What Are the Main Risks in Generative AI That CX Services Vendors Should Warn CMOs and CIOs About?

Advice for the Services Provider

• Advice for CX Services Providers Selling Generative AI–Related Services to CMOs and CIOs

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• Related Research

• Synopsis