2026, Culture, Omni-Channel and Touchpoint - Customer Experience Update

How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX)

ECXO

NOVEMBER 16, 2023

It’s being embedded into workflows and customer touchpoints. By 2026, two-thirds of business leaders expect to adopt GenAI to enhance customer service, according to Insight Enterprises. Experiences reflective of past interactions, and rooted in future relevance, across all touchpoints. There’s so much to think about here.

Customer Experience

Customer Experience Chatbots Self Service Touchpoint

Why Your Brand Needs a Total Experience Strategy

CSM Magazine

JULY 7, 2022

By 2026, according to the same report, 60 percent of large enterprises will use TX to transform their business models to achieve world-class customer and employee advocacy levels. By only focusing on the culture and payroll pieces, we miss out on an opportunity to serve our customers even better. Why is this?

Strategy

Strategy Brands Customer Journeys Employee Experience

Customer Experience Update

How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX)

Why Your Brand Needs a Total Experience Strategy

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