A new report reveals that organizations are increasingly implementing generative AI to enhance customer experience (CX) and optimize strategies. While challenges remain, such as measuring ROI and ensuring team alignment, the adoption of AI is growing rapidly with a focus on automation and employee empowerment.
, 87% of global CX leaders believe that implementing generative AI is key to their customer experience and customer service teams, and 91% believe AI will help optimise CX strategies. This year’s report makes one thing clear: organisations are becoming more intentional and strategic about their use of AI to drive overall business value.
To address these roadblocks head-on, organisations have embraced new team structures and governance models. One of the most notable trends is the rise ofand dedicated AI boards or committees. While these specialised roles and groups are designed to help create policies and manage the complexity of AI adoption across departments, they may magnify some issues around team alignment — in fact, 38% of respondents cited a lack of alignment on strategic goals.
In addition to task automation, AI is playing a role in elevating employee performance. For example, nearly two in five organisations use AI-driven scoring to evaluate customer interactions and agent performance, while 46% employ AI-powered real-time guidance during live customer interactions. These tools are a critical part of boosting productivity, enhancing CX quality and improving the frontline employee experience.
Generative AI CX Customer Experience AI Adoption Automation
South Africa Latest News, South Africa Headlines
Similar News:You can also read news stories similar to this one that we have collected from other news sources.
NTT Data becomes GenAI-driven companyAfter rebranding from Dimension Data, NTT Data accelerates its strategy by integrating GenAI products and services.
Read more »
GCT accelerates Cloud Security Enablement for organisationsThe programme enhances the Microsoft FastTrack onboarding and migration benefits by providing project management, technical support and consulting expertise.
Read more »
'The greatest gift': Rachel Kolisi reflects on her family's heartwarming adoption journey'The greatest gift': Rachel Kolisi reflects on her family's heartwarming adoption journey
Read more »
Harry and Meghan embrace Colombian culture at drum schoolPrince Harry and Meghan Markle visited Escuela Tambores de Cabildo in Cartagena, Colombia, to experience and support traditional drumming.
Read more »
Pretoria Teacher’s Thoughtful Gift Brings Joy as Learners Embrace HerA dedicated teacher in Pretoria gave her learners a soccer ball and netball, sparking a joyful group hug captured. Mzansi has been gushing over this moment.
Read more »
Telcos must embrace data-driven CX strategiesIT Industry News. Daily.
Read more »