Unlocking the Potential of Artificial Intelligence in Digital Customer Experience

Insights and Trends from Organizational Adoption

Artificial intelligence (AI) significantly impacts digital customer experience (DCX), enabling customer-facing teams to do more.

Traditional AI and machine learning (ML) combined with generative AI have created an environment where DCX has unprecedented potential.

With new technology, marketing teams must look past the shiny new tool and identify the business problems AI can solve. VKTR’s sister brand, CMSWire, has been surveying DCX executives for over five years on AI integration into DCX practices as part of the annual State of the Digital Customer Experience Survey. This year, we asked about the use of generative AI. These results offer insight into AI's impact on the DCX function and positive customer experiences. Download the report to learn how top performers use AI for better customer experiences.

This report contains

Insights from more than 1,100 executives on the state of AI at their organizations
How organizations are using AI in their CX toolkit
Where generative AI fits in a DCX strategy
Changing attitudes toward AI and ML

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CMSWire, a native digital publication from Simpler Media Group, serves a global audience of over 5 million customer experience, customer service and digital experience professionals.