target audience: TECH SUPPLIER Publication date: Jul 2024 - Document type: IDC Survey Spotlight - Doc Document number: # US52440524
Bridging the Massive Expectation Versus Reality Gap for Anticipated Benefits of GenAI in CX Orchestration Solutions
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Abstract
This IDC Survey Spotlight highlights key insights from IDC's latest CXPath Survey conducted in May 2024. The CXPath Survey provides demand-side guidance on the mind and journey of buyers of customer experience (CX) applications and services, including a deep dive into 13 functional markets that cover the end-to-end customer journey from awareness to loyalty.
With data and insights powering future customer value exchanges, intelligent orchestration is critical to bring forward relevant insights from customer, organization, and other ecosystem stakeholders and apply these insights to the current interaction. However, the survey found that organizations may be overestimating the anticipated benefits they hope to gain from GenAI investments in CX orchestration solutions.