Transforming CX with AI

According to the IDC Customer Experience Benchmark, 27% of companies say improving their customer intelligence and data efforts is their highest priority when it comes to customer experience. 

Brands can use AI and machine learning to better understand the context around why the customer’s engagement with the brand is considered positive or negative and what their specific needs or wants are. 

For example, IA can be used to:

  • Improve customer engagement and retention
  • Increase product adoption
  • Improve engagement with government organizations

$13.9B was invested in CX-focused AI and $42.7B in CX-focused Big Data and analytics in 2019, with both expected to grow to $90B in 2022.

Read more at IDC.  

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