Report cover image

Future of Customer Experience: Harnessing Generative AI for a Differentiated Customer Experience

Publisher IDC
Published Dec 15, 2023
Length 17 Pages
SKU # IDC18382834

Description

Future of Customer Experience: Harnessing Generative AI for a Differentiated Customer Experience


This IDC Perspective explores how GenAI can be instrumental in scaling contextualized experiences and how enterprises can incorporate GenAI capabilities within experience design to offer differentiated digital experiences and offers guardrails for GenAI-related challenges that enterprises must address to ensure the capability is used in a responsible manner that delivers customer value and trusted outcomes. Generative AI will undoubtedly have an outsize impact on how customers and brands engage and how experiences get designed and delivered in the future.“The era of intelligent experiences is firmly upon us. Generative AI holds the promise to optimize human creativity and expand our capacity and redirect critical thinking toward empathetic experience outcomes,” said Sudhir Rajagopal, research director, Future of Customer Experience, IDC. “The challenge for enterprises is to remain focused on GenAI use cases that deliver value for the customer and business, not get carried away by AI for AI’s sake, and champion AI use and applications in a responsible manner that seeks to improve customer trust across their CX ecosystem.”

Please Note: Extended description available upon request.

Table of Contents

17 Pages
Executive Snapshot
Situation Overview
What Is GenAI and Why Does It Matter for the Future of Customer Experience?
Why Should CX and IT Leaders Pay Attention to GenAI?
Customer and Operational Data and Insights Will Power Future Value Exchange
Interest in GenAI for CX Is Being Driven at the Highest Levels of the Organization
Battling Experience Commoditization
GenAI Characteristics Inherently Lend Themselves to Better Experience Outcomes
GenAI Technology Capabilities and Related CX Use Cases
Enterprises Must Address Challenges Related to Trust and Business Value Before GenAI Can Help Enterprises Scale Empathetic CX Outcomes
Maintaining Control of Proprietary Data
Safeguarding Customer Trust
Managing Brand Risk and Regulatory Compliance
Staying Focused on Customer Value and Outcomes
Advice for the Technology Buyer
Learn More
Related Research
Synopsis

Pricing

Currency Rates
How Do Licenses Work?

How Do Licenses Work?

The primary function of a report license is to define how many people within a company are authorized to use the purchased report. This is separate to how a report might be delivered. Unless specifically identified otherwise, the purchase option is Single User. Below is a helpful description of that license, along with a sampling of others most commonly offered.

  • This license allows only one user to have access to and to use/read the report. It is not one user at a time or one user group; it is an individual who will be reading and utilizing the report.

  • This license allows for the entire purchasing company to read and use the report. This is the license level that would allow for a report to be placed on an internal company shared drive for access by all employees of that direct company. This license does not extend to parent or sister company use.

  • This license is designed to allow an entire department within a company full access to a report. The departmental license is a great option for companies that have more than one location and the department is spread out all over the country/world

  • This license is for companies that have one location where they want the report to be accessible by all employees within that physical location.

  • This is the most flexible of the licensing options. Some publishers will allow you to get a license for a preset number of people (typically 5). These licenses are ideal for small work groups.

License options are at the discretion of each publisher. As such, not all licenses indicated above are available for every product. If you are uncertain of the best license for your needs or would like a license that is not proactively available, please contact us and we will be happy to assist.

Head shot

Questions or Comments?

Our team has the ability to search within reports to verify it suits your needs. We can also help maximize your budget by finding sections of reports you can purchase.
Chat Now
Contact Us