The state of AI in CX: From assistive to agentic
How AI has evolved from rules-based assistant to an autonomous and agentic co-worker, and how this influences the organization’s ability to achieve demonstrable value
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Business leaders have long turned to technology to assist with manual processes and automate decision flows. However, since artificial intelligence (AI) has become embedded in critical business systems to support data collection and analysis, automate customer support, and predict the next best move, its role within – and importance to – business has accelerated.
Drawing on CX Network's annual research – completed by 324 CX practitioners, service leaders, experience designers, analysts, authors, and consultants from around the world – this report quantifies and explains the growing role AI plays in business and explains why, as customers also turn to AI to make journeys seamless and convenient, process excellence and ethical and responsible AI use are now table stakes.
With insights from Walmart Canada, Super Retail Group, Bank Al Etihad, Katja Forbes, CVS Health, LoadUp, and Kustomer, this report uses research and real-world case studies to demonstrate the many ways AI can be used to enhance CX, and explains why a clear understanding of the business case and a robust governance and ethics policy are critical to getting AI right.
Download this report to discover:
- The pivotal role CX now plays in AI procurement and decision making
- Research and case studies that demonstrate how AI is being used to supercharge customer listening and remove complexity from customer journeys
- Why organizations must prioritize transparent AI governance policies in an agentic economy
