How to Use AI to Create the Customer Experience of the Future

"53% of organizations have a limited understanding of AI technologies, strategies and markets. While 5% of organizations have implemented AI to differentiate from competitors and 21% have AI in their short-term plan, only 5% of enterprises are increasing their AI/ML investment."

Gartner recommends the following:

"Strategic Planning Assumption: By 2022, 20% of customer service will be handled by conversational agents."

"Analysis: Use the Sense, Think, Do Framework to Accelerate Your AI/CX Journey"

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    Gartner, How to Use AI to Create the Customer Experience of the Future, By Analyst Jessica Ekholm, Published 30 March 2018, refreshed 7 December 2020

    *GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.