Putting CX AI into action: A practical guide

Overview

Improve customer satisfaction and loyalty with the right contact center technologies and deployment strategy

In today’s fast-paced climate, where customer experience (CX) shapes business success, smart investments can make all the difference for your contact center. With the right CX strategy, you can slash costs, boost productivity, and establish long-lasting customer loyalty. But what happens when things don’t go quite as planned?

This new Omdia report, “Putting CX AI Into Action: A Practical Guide,” finds that lackluster CX can send customers quickly running to competitors. Not only that, they often inform friends and family of their poor experience. Siloed operating systems, an overwhelming amount of complex customer data, and a broad range of communication channels can make it difficult to meet and exceed customer expectations.

CX professionals who want to succeed must explore sophisticated tools and solutions to amplify the services they provide. But where to start?

All current industry evidence points to AI. AI adoption in the workplace surged to over 40% in 2023, signaling a growing potential to enhance efficiencies, elevate customer experience, and drive business growth in a competitive landscape. AI purpose-built for CX presents immense possibilities for transforming contact centers into well-oiled intelligence hubs that predict customer needs and proactively offer solutions.

This guide covers groundbreaking insights into:

• How to improve CX metrics with AI
• Where to start in deploying your CX AI strategy for optimal effectiveness
• Which AI-powered capabilities to prioritize to suit your brand’s needs
• What generative AI can amplify your CX
• Best practices for implementing AI in CX initiatives
  
  

Put AI into action to capture lasting customer loyalty