Artificial intelligence (AI) is redefining how consumers and business leaders view customer experience (CX) — and it’s rapidly becoming indispensable.

More than 80% of CX executives believe AI will be a clear differentiator for their organisation in the future and 59% say adopting AI in customer experience will lead to increased customer loyalty and lifetime value, according to the report “Customer experience in the age of AI.”

Businesses that fail to weave AI strategies into the fabric of their experience operations risk falling behind competitors, losing customers and demotivating employees.

This report explores how to make AI work for your customers, your employees and your organisation.