For the past couple of years, we’ve heard speculation about how AI could gradually replace jobs. While AI clearly has a place in customer experience, it might not be to the level that news headlines would make it seem. To get a better sense of the state of AI in customer experience, we surveyed attendees at CCW to understand sentiments toward AI and how CX leaders are or plan to integrate it into their operations.
Despite technological advances in recent years, so much of customer experience (CX) today remains frustrating and unnecessarily difficult. It’s frustrating for customers waiting in queue, for burnt-out agents ready to quit, and for businesses that fail to see their contact centers as revenue-generating, customer retention flagships. There’s a disconnect between what’s possible in CX today with AI and what’s happening in companies that still haven’t grasped the imperative to embrace it.
