Did you know that AI is the top technology business leaders worldwide are incorporating into their CX (customer experience) technology toolboxes? Why? AI, in forms like machine learning, predictive analytics, prescriptive guidance, and automation, has been around for quite some time. However, the introduction of generative AI (Gen AI) capabilities, such as those from Chat GPT in 2022 has ignited a renewed focus on AI, fueling a fire that’s been kindling across many organizations since before 2019

Businesses have been adopting AI to drive truly data-driven customer interactions across various channels and business departments while striving to improve efficiency and reduce costs. AI isn’t just hype—companies that strategically plan and implement AI report significant improvements in their CX results, operational efficiency, and financial performance.