Gartner Research

How General Managers Can Drive Outstanding Customer Experience Through AI

Published: 30 January 2019

ID: G00382699

Analyst(s): Jessica Ekholm


Artificial intelligence can be an effective enabler to drive business outcomes. Technology general managers prioritizing best-in-class customer experiences must use Gartner’s four-step process when evaluating AI initiatives to optimize business outcomes and enhance the CX.

Table Of Contents
  • Key Challenges



  • Apply the Sense, Think, Do Framework
  • Step 1: Sense — Use AI to Deepen Your Customer Understanding
    • Sense: Examples of AI-Related Tech to Look For
  • Step 2: Think — Use AI to Explain, Guide and Recommend
    • Think: Examples of AI-Related Tech to Look For
  • Step 3: Do — Evaluate Opportunities Around Leveraging AI for Content Creation
    • Do: Examples of AI-Related Tech to Look For
  • Step 4: Sense, Think, Do — Evaluate Conversational Platforms
  • Next Steps

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