Exploring the untapped power of GenAI in customer service

As a customer experience (CX) leader, you’re bound to be wondering: Are AI and GenAI really delivering value in customer service? Do my perceptions of AI align with other leaders and, even more importantly, with customers? Do my colleagues feel that their investments in AI are paying off?

In this CX Trends Special Edition report, we’ve curated and compiled AI-specific data from an extensive 6,400-person survey of customers, agents, and leaders—Customer experience (CX) trends: Customer service insights in the GenAI era.

We’ll share executive insights on:

• Customers’ biggest concerns about AI and GenAI in their service experiences
• How CX leaders are tapping AI’s potential for driving business value across multiple areas
• Which top CX capabilities leaders think GenAI will enhance the most
• The four top AI takeaways for CX leaders

Download this report now to gain insights on shaping your AI approach and solving your business challenges around AI and CX.