The Answer or Just Another Question? Reviewing Generative AI & the State of CX In 2023

How can we do more with less? How can we increase personalization while reducing costs? How can we increase seamlessness as we add more channels? How can we drive customers to self-service without making them feel unappreciated?

These questions have long kept customer contact leaders up at night. Throughout 2023, however, these leaders finally began to witness an answer.

Generative AI technology like ChatGPT understandably took the customer contact (and business world) by storm, revealing an opportunity to simultaneously automate operations and augment human connections. With applications for customer experiences, employee experiences, back-office operations, and business intelligence, generative AI seemed like the pathway to transformation that our community has long pursued.

But success is by no means automatic. Without expertly considering the use cases, deeply evaluating the technology options, and rethinking strategy for an AI-driven world, contact centers will not reap the full rewards. In some cases, their ill-prepared, under-managed generative AI deployment could make experiences worse.

The potential for ineffective deployment, moreover, says nothing of the psychological concerns and strategic risks customers and employees have about AI. The best brands will have to mitigate these concerns before they can achieve the necessary buy-in and enthusiasm for their AI deployments.

To help you navigate these challenges, CCW Digital and NICE have been partnering on numerous reports this year. Ensure these have a place in your playbook as you prepare to thrive in an AI-driven world.

How To Improve Digital Experiences

Automating Contact Center Operations in the Generative AI Era

Mid-Year Review: Trends Redefining CX In 2023