Authentic Intelligence: The Gateway to Intelligent But Empathetic Customer Experiences
This IDC Perspective discusses authentic intelligence as the gateway to intelligent but empathetic customer experiences. The importance of intelligent authentic experiences grows amid the rapid adoption of AI and GenAI. IDC highlights the dual crisis of trust and authenticity AI introduces, underscoring the necessity for organizations to deliver genuine experiences. For companies, this means a focus on customer data governance, trusted intelligence, and accountability for responsible AI. MLOps and AI governance are crucial for sustaining authentic and intelligent experiences in the longer term. Ultimately, embedding authenticity into CX strategies is essential for brands to differentiate and nurture customer loyalty in the intelligence era."As AI's influence grows, so does the challenge of maintaining genuine human-centric connections with customers," said Sudhir Rajagopal, research director, Customer Experience Management Strategies, IDC. "Companies must recast traditional AI to authentic intelligence and use authenticity as the cornerstone of empathetic customer experiences, bridging the gap between AI as a technology and genuine human connection."
Executive Snapshot
Situation Overview
Artificial Intelligence: Delivering Intelligent Experiences or Diluting Authenticity?
The Importance of Authentic Experiences
Signal Authenticity Through Experiential Value Parity
Authentic Experiences Create Differentiation Amid the AI Noise
Enhance the ROI for AI in CX with Authentic Experiences
Inauthentic Experiences Can Erode Customer Trust
The Way Forward: Recast (A)rtificial to (A)uthentic Intelligence
Customer Data Governance
Trusted Intelligence
Navigating AI Regulations
Authenticity by Design
Responsible AI
Shared Experience Value
MLOps and AI Governance
Advice for the Technology Buyer
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Synopsis
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