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

The buzz around artificial intelligence (AI) has transitioned from futuristic speculation to tangible reality, and nowhere is this more evident than in the customer experience (CX) industry. Businesses worldwide are not only embracing AI but are also seeing measurable benefits that enhance customer interactions, streamline operations and most importantly drive business value.

According to the latest industry research, 96 percent of organizations report that AI has met or exceeded their expectations, revealing an industry rapidly embracing AI not as a mere novelty, but as a strategic imperative. Across the CX industry, AI is now rapidly shifting from an emerging technology to a core operational component, changing how businesses interact with and serve their customers.

Increasing AI investment

Businesses are doubling down on AI investments, recognizing AI’s ability to revolutionize customer engagement and service delivery. With 44 percent of organizations planning to increase their AI investment ...