Analyst Report

IDC: The Role of Automation and AI in Improving the Future of Customer Experience

Enterprises are currently facing a rapid increase in uncertainty due to various factors such as:

  • Inflation pressures
  • Supply chain disruptions
  • Stagnant customer growth
  • Declining customer loyalty
  • A tight labor market

Striking a balance between customer experience (CX) and operational efficiency has now become even more crucial for businesses. Recent research conducted by IDC reveals that customer experience has consistently ranked as the top priority for enterprises over the past year. However, operational efficiency has closely followed and, at times, has even taken precedence.

Read the report to learn how firms are navigating the impending global recession while bolstering customer experience through the use of automation and AI.