Future of AI-Powered CX

In the world of CX, AI has sparked a transformative era that will leave no area untouched – and the leaders charged with implementing this gamechanging technology stand ready to capitalise on its immense promise.

However, reaping the benefits of AI – being able to operate leaner organisations, boost customer satisfaction and loyalty and tap into new revenue streams – comes with significant challenges and uncertainty.

In our in-depth CX Trends 2024 report, we explored the forces driving AI’s impact on support organisations. To augment that big picture, we asked more than 1,300 senior CX leaders (vice president and above) based in Australia, Brazil, India, Mexico, Singapore, Spain, the United Kingdom and the United States to share their thoughts and plans. This report condenses their insights and will serve as your essential blueprint for implementing AI effectively, overcoming potential roadblocks and setting your organisation up for success.