AI and Cloud Adoption: The Future of CX
CX organizations are bullish on AI. So are consumers, with 62% of consumers surveyed for “The State of Customer Experience” saying they believe AI will improve an organization’s ability to provide more personalized customer service over. And 64% of consumers believe thatthe next two to three years.
The second-highest strategic CX priority in the next one to two years, according to CX leaders in our survey, is increasing the use of AI (42%). Leaders are so bullish on AI that most expect their organization to allocate 33% of their CX-related phone number list budget to AI-powered technologies in the next 12 months. Other AI-related priorities include enhancing data capabilities (cited by 38% of CX leaders) and reducing data silos (23%).
One hindrance standing in the way of more robust adoption of AI is the CX technology many organizations use. Only about one-third of CX organizations have fully migrated to cloud platforms, according to our survey. Without the right cloud-based CX platform, companies risk falling behind competitors who leverage AI to personalize experiences, assist agents, and increase self-service.
Staying Ahead in the Experience Economy
CX leaders who want to successfully pilot their organizations into the future should follow a few key pieces of guidance.
Deliver personalized, omnichannel experiences: Consumers are comfortable interacting in multiple channels, but they want context to flow on this special day are in our content from channel to channel. They also want the ability to reach a customer service over human when that’s their preference. CX organizations should invest in platforms that integrate multiple channels and connect to other systems of record, such as enterprise resource planning (ERP) and customer relationship management (CRM), to build a full view of the customer’s journey.
Adopt AI across the customer journey:
From hyperpersonalization to virtual agents to agent copilots, AI can increase efficiency and open up new ways to delight customers. And with almost two-thirds of consumers surveyed believing AI will improve the quality and speed of customer bahrain lists service over the next two to three years, organizations that ethically and transparently adopt AI will likely find a receptive base of consumers.
Embrace cloud-based platforms: The customer service over cloud offers multiple benefits, including scalability, continuous innovation and access to the most sophisticated AI tools. But many organizations have yet to move their CX platforms fully to the cloud. Moving to the cloud will allow those organizations to level the playing field, provide exceptional experiences and set them up to gain a competitive advantage.