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IDC PeerScape: Peer Insights to Transform Customer Experience Using GenAI

Publisher IDC
Published Sep 28, 2023
Length 8 Pages
SKU # IDC18202404

Description

IDC PeerScape: Peer Insights to Transform Customer Experience Using GenAI


This IDC PeerScape describes three practices to transform customer experience using GenAI."GenAI is extremely powerful, but it's new, and your customers are a precious asset. Savvy leaders will focus their attention on a POC that both delivers ROI and minimizes risk while pointing the way to more intimate customer interactions in the future," says Stanley B. Gibson, adjunct research advisor with IDC's IT Executive Programs (IEP).

Please Note: Extended description available upon request.

Table of Contents

8 Pages
IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: Look for Areas of CX Improvement That Match the Strengths of GenAI Tools
Challenge
Examples
IWCO
Fortune 100 Bank
The ODP Corporation
OneSource Virtual
Guidance
Practice 2: Deploy a POC with Data Governance Applied to LLM Data Sets; Assign a Team to Manage the Project
Challenge
Examples
IWCO
Fortune 100 Bank
The ODP Corporation
OneSource Virtual
Guidance
Practice 3: Leverage Continuous Improvement Inherent in GenAI; Analyze Sentiment; Minimize Risk
Challenge
Examples
IWCO
Fortune 100 Bank
The ODP Corporation
OneSource Virtual
Guidance

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