The Potential of Artificial Intelligence in Digital Customer Experience (2024)

Artificial intelligence (AI) is transforming digital customer experience (DCX), empowering customer-facing teams to deliver more personalized and efficient service. Traditional AI, machine learning (ML), and the latest advancements in generative AI are driving unprecedented potential for DCX.

In today’s rapidly evolving landscape, marketing teams must go beyond the allure of new tools to identify real business problems AI can solve. This report, based on insights from over five years of surveying DCX executives through CMSWire’s annual State of the Digital Customer Experience Survey, reveals the latest trends and applications of AI, including the integration of generative AI.

This report includes:

• Insights from more than 1,100 executives on AI adoption
• How organizations use AI in their CX strategies
• The role of generative AI in DCX
• Shifting attitudes toward AI and ML in the workplace

Download the report to discover how leading organizations are using AI to create positive customer experiences and stay ahead in a competitive landscape.