AI in CX: Driving the customer journey with artificial intelligence
Artificial intelligence (AI) technologies are among the most disruptive trends of this millennium. They have brought transformative changes across various industries, businesses, and operations, including the customer experience (CX) space. With ever-increasing digitisation and the growing customer demand for personalised experiences, businesses are turning to AI-powered solutions to drive customer engagement, provide better customer support, and obtain a competitive advantage. Can the use of AI in CX initiatives improve customer interactions, service delivery, and business outcomes? This article explores the key facets of AI integration into the CX landscape, encompassing opportunities, challenges, and best practices.