Future of Customer Experience: Harnessing Generative AI for a Differentiated Customer Experience

Future of Customer Experience: Harnessing Generative AI for a Differentiated Customer Experience

This IDC Perspective explores how GenAI can be instrumental in scaling contextualized experiences and how enterprises can incorporate GenAI capabilities within experience design to offer differentiated digital experiences and offers guardrails for GenAI-related challenges that enterprises must address to ensure the capability is used in a responsible manner that delivers customer value and trusted outcomes. Generative AI will undoubtedly have an outsize impact on how customers and brands engage and how experiences get designed and delivered in the future.“The era of intelligent experiences is firmly upon us. Generative AI holds the promise to optimize human creativity and expand our capacity and redirect critical thinking toward empathetic experience outcomes,” said Sudhir Rajagopal, research director, Future of Customer Experience, IDC. “The challenge for enterprises is to remain focused on GenAI use cases that deliver value for the customer and business, not get carried away by AI for AI’s sake, and champion AI use and applications in a responsible manner that seeks to improve customer trust across their CX ecosystem.”

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