The connected customer

Since brands compete for increasingly price -conscious consumers, the customer experience (CX) has become a decisive distinguishing feature. Nevertheless, there are many difficulties to restrict fragmented data and organizational silos through outdated systems, fragmented data, which restrict both mobility and consistency. The current wave of artificial intelligence, in particular the agent -strength KI, which can argue and act across workflows, offers a powerful opportunity to redesign the provision of services. Companies can now offer quick, personalized support on a scale and at the same time improve the productivity and satisfaction of the workforce. To recognize that the potential requires more than isolated tools; It requires a uniform platform that connects people, data and decisions in the entire service life cycle. This report examines how leading organizations navigate in this shift and what it takes to switch from AI potential to CX effects. Download the most important results: KI transforms the customer experience (CX). Customer service has developed from the era of voice -based support from digital trade and cloud to today's AI revolution. AI is driven by large -speaking models (LLMS) and a growing data pool. You can complete a wide variety of customer queries, create highly personalized communication on a scale and help employees and management with decision support. Customers also warm up on AI-operated platforms when performance and reliability improves. Early Adopters report improvements, including more satisfied customers, more productive staff and more extensive knowledge of performance. Legacy infrastructure and data fragmentation hinder organizations to maximize the value of AI. While customer service and IT departments are early AI users, the broader companies are often enforced in all industries with outdated infrastructure. This leads to the ability of autonomous AI tools to move freely via workflows and data repositors in order to deliver targeted tasks. Creating a uniform platform and an orchestration architecture is the key to unlocking the potential of AI. The transition can be a catalyst for the tightening and rationalization of the business as a whole. AI use high -performance organizations without losing human touch. While consumers heat up in the AI, rollout should contain some discretion. Excessive personalization could make customers uncomfortable about their personal data, while "empathy" of Bots can be received as an insignificant "empathy". Organizations should not underestimate the unique value of their workforce. Demanding users achieve the right balance between human and mechanical skills. Your managers are proactively in combating employment through transparent communication, comprehensive training and clear demarcation between AI and human roles. The most effective organizations treat AI as a collaborative instrument that rather replaces and does not replace the human connection and expertise. Download the full report. This content was created by insights, the user -defined content of the with technology check. It was not written by the editorial staff by Technology Review. This content was researched, designed and written by human writers, editors, analysts and illustrators. This includes writing surveys and the collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed a thorough review of human review.