Gartner Report

How to Manage the Impact of GenAI on Customer Experience

We invite you to read the Gartner® report, How to Manage the Impact of GenAI on Customer Experience. According to Gartner, “Generative AI will transform all three pillars of CX management: understand customers; set CX strategy and coordinate across the enterprise.”

Gartner states, “The gap between AI high performers and laggards is expected to widen with the advent of GenAI.” Also included in this research:

• Strategic planning assumptions
• Table featuring the Three Pillars of CX with the Impact of GenAI
• GenAI’s Current CX Capabilities
• Recommendations

Gartner, How to Manage the Impact of GenAI on Customer Experience, Don Scheibenreif, Ilona Hansen, Maria Marino, Michael Chiu, 14 February 2024.

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