IDC PeerScape: Peer Insights to Transform Customer Experience Using GenAI
This IDC PeerScape describes three practices to transform customer experience using GenAI."GenAI is extremely powerful, but it's new, and your customers are a precious asset. Savvy leaders will focus their attention on a POC that both delivers ROI and minimizes risk while pointing the way to more intimate customer interactions in the future," says Stanley B. Gibson, adjunct research advisor with IDC's IT Executive Programs (IEP).
Please Note: Extended description available upon request.
- IDC PeerScape Figure
- Executive Summary
- Peer Insights
- Practice 1: Look for Areas of CX Improvement That Match the Strengths of GenAI Tools
- Challenge
- Examples
- IWCO
- Fortune 100 Bank
- The ODP Corporation
- OneSource Virtual
- Guidance
- Practice 2: Deploy a POC with Data Governance Applied to LLM Data Sets; Assign a Team to Manage the Project
- Challenge
- Examples
- IWCO
- Fortune 100 Bank
- The ODP Corporation
- OneSource Virtual
- Guidance
- Practice 3: Leverage Continuous Improvement Inherent in GenAI; Analyze Sentiment; Minimize Risk
- Challenge
- Examples
- IWCO
- Fortune 100 Bank
- The ODP Corporation
- OneSource Virtual
- Guidance
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