Special Report: 5 Ways Generative AI is Enabling More Personalized Customer Experiences

Generative AI has become more than a buzzword. Back in May, CCW Digital research confirmed that 41% of leaders were excited about the technology and expected it to have a major impact on the customer contact space, but they were not yet at the stage of investing or even sourcing out specific solutions. 

Fast forward to today, CX leaders are making serious moves when it comes to AI implementation. When asked about their commitment to investing in AI, 60% of leaders say they have now become much more targeted in their strategy. Leaders are taking the moment to prioritize specific use cases to ensure they are leveraging the right technology for their contact center. 

With their impending implementations, organizations are also realizing that the conversation about generative AI has extended far beyond just the technology. With fears of solutions replacing frontline workers and stifling creativity, it has become clear that implementation must be transparent and collaborative, if leaders want to initiate positive change. 

By addressing the key needs of frontline agents and alleviating their greatest pain points, generative AI is poised to empower employees to do more. By sharing comprehensive insights and automating tedious tasks, agents will benefit from a more fulfilling and humanized experience. And with greater insight and support, agents will be equipped to engage customers in more meaningful interactions. 

This report will cover:

• The top 5 ways CX leaders are integrating Generative AI into their workflows
• How new tech can help deliver personalized, empathetic and human-centered experiences
• Use cases for engaging employees and enhancing contact center operations