Smarter, faster, better: how AI is elevating the customer experience industry

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VP of Product - CX Solutions at Medallia.

And from a CX perspective, the value this approach will deliver is substantial.

How is AI transforming CX?

The practical applications of AI in customer experience are vast and quickly evolving.

Research has also revealed the widespread embrace of generative AI tools among CX professionals specifically.

An impressive 90 percent have leveraged these tools, with 89 percent reporting a positive impact.

One of AIs biggest contributions to CX is in data analysis and predictive modelling.

This proactive approach enables brands to offer highly personalized experiences, strengthening customer relationships and increasing loyalty.

Automated communication is also playing a pivotal role in the transformation of CX.

Moreover, research has highlighted the need for tailored AI strategies.

Its evident that one-size-fits-all solutions rarely yield optimal results when it comes to CX.

An overwhelming 89 percent of businesses are only somewhat or not at all prepared for AI integration.

Clear communication and training are essential to overcoming employee resistance to AI.

Organizations that develop scalable AI strategies today will be the ones defining the CX landscape of tomorrow.

It is now time to consider how your company will implement AI into your CX strategy.

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The views expressed here are those of the author and are not necessarily those of TechRadarPro or Future plc.