XM Knowledge Base
FORRESTER REPORT
Generative AI essentials for CX leaders
While leaders are bullish on the potential for AI to improve customer experiences, we know from our 2024 Consumer Trends report that success requires an approach driven by customer preferences.
With skeptical consumers worried about losing human connection with the brands they buy from, designing an AI strategy that makes business more, not less, human is key.
To help plan your approach, download Forrester’s report with answers to CX professionals’ top questions about generative AI.
In this report, you’ll learn:
- What genAI (Generative AI) is and how it works
- How to use genAI to understand and improve customer experience
- What experience risks to consider when using genAI