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Innovation Accelerators in Customer Experience: Artificial Intelligence

Innovation Accelerators in Customer Experience: Artificial Intelligence

This IDC Perspective is one of a series of documents that looks at the impact of innovation accelerator technologies like AI on the customer experience. "Artificial Intelligence is a key technology in improving the engagement with a customer and in the experience a customer receives from a company," says Alan Webber, research director for the Digital Customer Experience at IDC. "AI is still a relatively nascent technology within the customer experience journey, but it is already having a significant impact from powering chatbots to supporting sales efforts to driving analytics and analysis to better understand the customer. We expect increased adoption of AI by organizations to continue to specifically address customer experience issues as more and more CX-specific AI solutions are created."

Please Note: Extended description available upon request.

Executive Snapshot
Situation Overview
Defining AI for Customer Experience
AI Technologies for Customer Experience
Example Applications for AI Across the Customer Experience Journey
Attract and Present
Sell and Renew
Service and Expand
Build Loyalty
Customer Intelligence
Future Impact Points of AI on CX
Series Overview
Technology Is Accelerating Innovation in Customer Experience
Advice for the Marketing and Customer Experience Buyer
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