Published: 14 February 2024
Generative AI will transform all three pillars of CX management: understand customers; set CX strategy and coordinate across the enterprise. Application leaders must identify CX use cases for GenAI that create the most customer and organizational value, while mitigating risks.
Generative AI (GenAI) is already being incorporated into many customer experience (CX) technologies (i.e., voice of the customer [VoC], CRM and customer service platforms, among others), offering an immediate opportunity to leverage the technology to enrich your customer understanding.
Mining a wider range of the data available through many communication channels is now possible with GenAI. GenAI can work with large volumes of customer feedbackacross many modalities (i.e., image, video and text), thus creating long-term potential to generate accurate customer personas and accelerate journey map ideation.
Strong CX governance is required to avoid potential missteps by determining where and how
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Analysts:
Don Scheibenreif, Ilona Hansen, Maria Marino, Michael Chiu
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