Gartner Research

How to Use AI to Improve the Customer Experience

Published: 11 April 2018

ID: G00333850

Analyst(s): Melissa Davis


Artificial intelligence will transform the customer experience through deeper understanding of customer behavior. Data and analytics leaders should engage with CX leaders to identify high-value use cases to drive innovation.

Table Of Contents
  • Key Challenges



  • Identify and Map Top AI Use Cases to High-Priority Business Outcomes
  • Extend Data Privacy Policies to Address Customers' AI Concerns
  • Position AI as a Performance Improver/Augmenter for Employees, not as a Competitor

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