target audience: TECH BUYER Publication date: Apr 2024 - Document type: Tech Buyer Presentation - Doc Document number: # EUR152067924
The Impact of Generative AI on Retail Customer Experience
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Abstract
This IDC Tech Buyer Presentation analyzes retailers' approach to generative AI (GenAI) investments for customer experience (CX). It outlines current and projected investments in GenAI experimentation and implementation in CX initiatives, the primary business drivers for these investments, and the challenges in implementing GenAI for CX. This presentation also explores the key technology partners aiding retailers in this journey and delves into applications that retailers and CPGs find most promising for CX in the next six to 12 months.
It further identifies and classifies emerging GenAI use cases in retail according to risk level and prioritizes them across IDC's three-horizon road map. Data presented is sourced from multiple waves of IDC's European Future Enterprise Resilience and Spending Survey in 2023 and 2024: wave 9 of the 2023 version, conducted in October 2023, and wave 1 of the 2024 version, conducted in January 2024.