Artificial intelligence in customer experience: 2020 Report

Artificial intelligence

Customers are constantly signalling their intentions and perspectives. These customer-brand interactions present organizations with rich data opportunities to lock in customer loyalty, expand share of wallet and even rescue customers from churning.

However, the sheer volume of data obtained from heightened customer interactions can make it impossible for businesses to capitalize manually on the signals made by entire customer bases.

To utilize the masses of data available, organizations are looking to the processing power of artificial intelligence (AI) and machine learning (ML) systems.

Thanks to a few stubborn barriers, however, companies are struggling to reach the full potential of these technologies.

Here, CX Network presents findings and case studies to support brands on their AI implementation journeys. This report shares practical tips to follow and pitfalls to avoid on the path to unlocking a competitive edge by empowering customer experiences with AI.

Use the findings of this report to benchmark your company’s progress against the 155 practitioners in this research and prioritize your plans for the next 12 months accordingly.

This 18 page report offers actionable insights. By reading this report you will learn:

• Things to avoid when implementing AI into your brand’s customer experience
• Tips for advancing through the implementation journey
• Golden rules for those in the early implementation stage
• The key foundation you need for AI to turbo charge the customer experiences your brand provides.
• Advice about AI vendor selection
• Best practices for sentiment analysis
• Strategies to maximize the ROI of AI technologies

Read success stories and case studies from CX leaders: Levi Strauss and Co, GS1 US, New York University, Oracle, OneShare Health and PayPal.