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The AI-enhanced customer experience


A sea change for CX strategy, design and development

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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.

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AI-enhanced experiences (infographic)


Meet the Authors:

Carolyn Heller Baird

Connect with author:


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

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