Technology & Innovation

AI comes of age: Putting customers and employees at the heart of data-driven journeys

November 16, 2021

Global

AI comes of age: Putting customers and employees at the heart of data-driven journeys

November 16, 2021

Global
Kathleen Harrington
Analyst, The Economist Intelligence Unit

Kathleen is an analyst on the policy and insights team at Economist Impact, and is based in Washington DC. She has experience conducting research in the intersection of business and policy. Previously, she worked at National Journal in their custom research division, and as an analyst at the U.S Attorney’s Office in Boston. She holds an MBA from the George Washington University, and a B.A in International Business with a minor in Asian Studies from the Catholic University of America.
 

AI comes of age: Putting customers and employees at the heart of data-driven journeys

In recent years, smart companies have seen significant value from using artificial intelligence (AI) technologies to boost their customer experience (CX) offering. Encouraged by these signs of success, smart companies are now motivated to use AI for an empathy-driven customer experience. By understanding intent, predicting what the customer needs, and improving first contact resolution through effective responses, companies can create a more empathetic CX -- and in turn drive competitive differentiation

Companies need more mature AI strategies to evolve from limited tactical deployments to a more overarching approach that is focused on the entire customer journey --  and one that keeps people at the heart. 

Strategies to use complex AI tools to provide a more empathetic and human experience also extend to employees, who are both critical to the customer journey and whose own experience is a key priority for organisations focused on performance.

To better understand what maturity looks like in the context of AI-powered customer journeys, Economist Impact conducted a cross-industry survey, sponsored by Genesys, of over 750 senior customer service, marketing and sales executives worldwide, including a set of “AI leaders:” organisations who are more advanced in their AI journeys based on survey responses. 

The survey findings presented in this report and infographic demonstrate industry executives’ perceptions of how AI can improve customer journeys and strategies for deploying this technology. The findings reveal how AI leaders differ from laggards, and the greater value that they capture as a result.

Download the report on Genesys’s website: 

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