Gartner Research

How to Use AI to Create the Customer Experience of the Future

Published: 30 March 2018

ID: G00348012

Analyst(s): Jessica Ekholm


Organizations do not need an "AI" — they need solutions to business issues. Application leaders supporting customer experience should use our "sense, think and do" framework to elevate AI initiatives into a clear business case that optimizes business outcomes to enhance the customer experience.

Table Of Contents
  • Key Challenges


  • What Are Your Competitors Doing in Regard to Implementing AI?


  • Use the Sense, Think, Do Framework to Accelerate Your AI/CX Journey
  • Step 1: Start With the Basics
  • Step 2: Explore Sense; Use AI to Deepen Your Customer Understanding
    • Examples of AI-Related Tech to Look Out for (for Sense)
  • Step 3: Think; Use AI to Explain, Guide and Recommend
    • Examples of AI-Related Tech to Look Out For
  • Step 4: Do; Evaluate Opportunities Around Leveraging AI for Content Creation
    • AI Tech to Look Out For
  • Step 5: Sense, Think and Do — Evaluate the Rise of Conversational Platforms
  • What to Do Next?

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