Artificial Intelligence in Customer Experience Report 2021

Customers’ increased reliance on digital channels due to the Covid-19 pandemic has accelerated the rate of digital transformation in businesses, with 77 per cent of CX practitioners surveyed for CX Network’s Digital Customer Experience Report 2021 reporting that Covid-19 triggered more digital transformation than anticipated for 2020. Brands are looking to the capabilities of AI and ML to help them deliver loyalty winning digital experiences at scale to vast customer bases. The upcoming Global State Customer Experience Report research marks the first year that artificial intelligence (AI) and machine learning (ML) were ranked as the top CX investment priority for the industry.

Based on insights from a research group of 194 CX practitioners, the Artificial Intelligence in Customer Experience Report: 2021 provides practical tips to follow and the pitfalls to avoid on the path to unlocking a competitive edge by empowering customer experiences with artificial intelligence and machine learning.

Read this report to learn actionable insights on:

• What to avoid when implementing AI into your brand’s customer experience
• Advice on how to advance through the implementation journey
• Golden rules for those in the early implementation stage
• Key insights from brands including Delta Airlines, Marks and Spencer, Spotify and Nestlé
• Advice on selecting AI vendors
• How Covid-19 affected the implementation of AI and ML
• Best practices for chatbot implementation