XM Knowledge Base
FUTURE OF CX
Reimagining omnichannel CX in the age of AI
Every minute, customers are telling you what they want, feel, and dislike. Billions of data points across calls, chats, website visits, social posts and online reviews, that can fuel innovation and improvement throughout your organization.
The problem is, most CX programs simply aren’t set up to capitalise on the goldmine of insights they’re sitting on.
But with the rise of new technologies like Artificial Intelligence (AI), today’s leaders have the tools to realise the opportunity in front of them, and pave the way for a new era of customer experience.
In this guide, you’ll learn:
- The 3 steps to create a CX program that drives enterprise-wide value
- How technology like AI is driving deeper customer insight and improvements across the frontlines
- How to organise your CX teams as your program matures