target audience: TECH BUYER Publication date: Dec 2023 - Document type: IDC Perspective - Doc Document number: # US50878623
Future of Customer Experience: Harnessing Generative AI for a Differentiated Customer Experience
Content
List of Tables
List of Figures
Related Links
Table of Contents
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Executive Snapshot
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Figure: Executive Snapshot: Harnessing GenAI for a Differentiated Customer Experience
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Situation Overview
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What Is GenAI and Why Does It Matter for the Future of Customer Experience?
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Why Should CX and IT Leaders Pay Attention to GenAI?
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Customer and Operational Data and Insights Will Power Future Value Exchange
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Interest in GenAI for CX Is Being Driven at the Highest Levels of the Organization
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Figure: Benefits Sought by the C-Suite from IT Leadership
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Figure: Top Areas for GenAI Integration
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Battling Experience Commoditization
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GenAI Characteristics Inherently Lend Themselves to Better Experience Outcomes
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Figure: Key GenAI Characteristics
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GenAI Technology Capabilities and Related CX Use Cases
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Figure: Enterprise Adoption of GenAI
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Table: GenAI Technologies and Related CX Use Cases
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Enterprises Must Address Challenges Related to Trust and Business Value Before GenAI Can Help Enterprises Scale Empathetic CX Outcomes
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Figure: AI Investment Allocation Over the Next 18 Months
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Figure: GenAI Top Risks That Concern the C-Suite
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Maintaining Control of Proprietary Data
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Figure: Factors Significantly Limiting Enterprise Adoption of GenAI
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Safeguarding Customer Trust
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Managing Brand Risk and Regulatory Compliance
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Staying Focused on Customer Value and Outcomes
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Advice for the Technology Buyer
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Learn More
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Related Research
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Synopsis
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