Getting ready for the generative customer experience – what’s real vs. fantasy?

Our research tells us that CX has the highest potential for GenAI value. With all the promise of digital self-service, automation, and now GenAI, you’d think the state of customer experience (CX) would be better than ever. But the reality is that the CX function at most organizations are still plagued with many challenges, resulting in less-than-stellar experiences. Before we can take advantage of the looming opportunities new AI-fueled S curve of value promises, we have to simplify our processes in order to make things easier for the customer. This roundtable is for companies ready to take a hard look in the mirror — a CX a reality check — to solve the deeper, more structural issues keeping us from CX excellence.

We’d love to hear from you at our roundtable discussion for a healthy dose of CX realism:

• How do your customer service, operations, and broader CX initiatives align (or do they)? How well do you understand your customers and their experiences?
• How are you measuring the effectiveness of your customer service (CS) and its impact on CX and loyalty? What new measurements are emerging to help show the value of improved CX?
• In an environment where technology complexities often dominate the CX conversation, what are some practical ways to simplify operations without replacing the existing contact center or self-service stack? How can we ensure that the business side of CX — including people and process — are as much a part of the solution development as IT discussions and navigating the tech ecosystem?
• How do we overcome competing priorities and fear of change? Do we need a mindset shift and how do we get out of our own way?
• What are the opportunities (and risks) for Gen AI? Are we focused on productivity gains or new sources of value? What’s real, and what’s just hype?

Get ready to get real!