Artificial intelligence: A new era for customer experience

Artificial intelligence (AI) is unleashing a new approach for customer experience (CX) strategy, design and development. We haven’t seen change on this scale since the internet transformed print professionals into digital pioneers. But the timeline for evolution is far shorter than it was twenty years ago. Fifty percent of companies surveyed are already taking action to deploy AI, using it to quickly access insights and automate campaigns and processes. They can also embed it directly into new customer touchpoints. However, many companies have important capability gaps, and lack the strategy and skills needed to meet their AI aspirations. As a result, executives may be overestimating the ability of their organizations to make the shift.

Featured findings

74% of surveyed executives say AI will fundamentally change how they approach CX
74% of surveyed executives say AI will change how customers view their brand
41% of surveyed executives have an AI strategy - that's not many, considering the changes ahead

About the authors

Robert Schwartz

Global Leader, Agency Services for IBM iX

Carolyn Heller Baird

Global Research Leader, Customer Experience and Design 
IBM Institute for Business Value

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