As competition among brands intensifies, particularly among price-conscious consumers, customer experience (CX) has emerged as a significant factor in differentiating services. However, many organizations face challenges in delivering effective CX due to outdated systems, fragmented data, and organizational silos, which hinder agility and consistency.
The rise of artificial intelligence, especially agentic AI capable of reasoning and executing tasks across various workflows, presents a substantial opportunity for organizations to enhance service delivery. By leveraging AI, companies can offer rapid, personalized support on a larger scale while simultaneously boosting workforce productivity and job satisfaction. Nevertheless, fully realizing the benefits of AI extends beyond the implementation of standalone tools; it necessitates a cohesive platform that integrates people, data, and decision-making throughout the service lifecycle.
This report examines the strategies adopted by leading organizations as they adapt to this transition from AI capabilities to tangible improvements in customer experience. What specific measures are these organizations taking to effectively leverage AI for enhancing CX?
Source: https://www.technologyreview.com/2025/09/03/1121441/the-connected-customer/