As customer demands evolve and businesses face operational pressures, AI has emerged as a silver bullet in sales, service, and marketing.
CX Today’s latest report, "AI in Customer Experience: Where Are We Now, And Where Are We Going?", offers an in-depth look into how companies are leveraging AI to transform these critical customer-facing functions.
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This report comprises insights from 216 global CX leaders and dives into critical trends shaping the industry. Here’s a sneak peek of five thought-provoking findings.
1. Service Teams Have Embraced GenAI
Generative AI is rapidly gaining traction, especially in customer service, with more than 50 percent of contact centers using it to auto-generate customer replies.
GenAI is also helping streamline QA, auto-generate knowledge articles, and mechanize after call work (ACW) in more than a third of contact centers.
Many businesses view their contact centers as the most fruitful place for GenAI, with 45.5 percent investing more in GenAI for customer service than any other CX function. That includes commerce, marketing, and sales.
2. Businesses Unify Their CX Data to Power AI Deployments
90.6 percent of businesses now have a plan to unify customer data across service, sales, and marketing.
63.8 percent have already done so, connecting the data from across these functions as part of a centralized strategy, likely by laying over a customer data platform (CDP).
In doing so, CX teams can gain a more holistic view of their customers. Yet, more crucially, they can join key data points, power new AI implementations, and future-proof the customer experience ecosystem.