To be successful, CX innovation programs must scale rapidly and effectively along with changing business conditions and be viewed as a key institutional element that transcends organization departments. AI plays a crucial role in driving innovation in customer experience (CX), acting as a catalyst for companies’ operational consistency and excellence. By harnessing these capabilities, business leaders can delve into extensive sets of real-time and historical data to uncover trends, perform root cause analysis, and predict future events.
In this Aberdeen report, “CX Innovation at Scale: Maximize Business Success by Using AI to Futureproof Your CX Activities,” research shows that companies using AI to support innovation are achieving a 3x greater increase in customer satisfaction rates. These organizations also enjoy a 5x greater improvement (i.e. a decrease) in service costs.
This report highlights key methods of innovating CX at scale, including how to:
Identify the challenges that exist in using AI to address optimizing operations
Get crucial insight into market and customer trends that could influence CX activities by breaking down data siloes
Create hyper-personalized experiences with AI-enabled analysis of every interaction
Empower agents and boost engagement by automating repetitive tasks
