IDC InfoBrief

In this new era of AI, enterprises are moving from a digital-first approach to becoming a digital business. To keep up with this trend, organizations can leverage AI-driven customer data to engage with customers in real time to demonstrate their ability to achieve value-based customer experience (CX) outcomes.

However, critical obstacles remain: Sharing data and ensuring trusted accessibility across the organization are crucial barriers to achieving real-time, whole-journey experience outcomes based on a unified customer view.

So how do you balance enterprise growth and business outcomes with delivering value for your customer and ensuring customer-desired outcomes are met?

Download the report to discover:

• What helps enterprises successfully achieve value-based customer outcomes
• How to move beyond the current limits of personalization and avoid the trap of commoditized experiences
• How to bridge capability gaps in managing customer data and harnessing value from insights
• How to facilitate permissible and trusted data sharing across enterprise
• The impact of GenAI and other sentiment analytics tools on achieving contextual customer-desired outcomes
• Why creating a disciplined enterprise-level focus for CX transformation is critical