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Future of Customer Experience: Harnessing Generative AI for a Differentiated Customer Experience

PAGES: 17 Pages
DELIVERY TIME: 1-2 business days
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This IDC Perspective explores how GenAI can be instrumental in scaling contextualized experiences and how enterprises can incorporate GenAI capabilities within experience design to offer differentiated digital experiences and offers guardrails for GenAI-related challenges that enterprises must address to ensure the capability is used in a responsible manner that delivers customer value and trusted outcomes. Generative AI will undoubtedly have an outsize impact on how customers and brands engage and how experiences get designed and delivered in the future."The era of intelligent experiences is firmly upon us. Generative AI holds the promise to optimize human creativity and expand our capacity and redirect critical thinking toward empathetic experience outcomes," said Sudhir Rajagopal, research director, Future of Customer Experience, IDC. "The challenge for enterprises is to remain focused on GenAI use cases that deliver value for the customer and business, not get carried away by AI for AI's sake, and champion AI use and applications in a responsible manner that seeks to improve customer trust across their CX ecosystem."

Product Code: US50878623

Executive Snapshot

Situation Overview

  • What Is GenAI and Why Does It Matter for the Future of Customer Experience?
    • Why Should CX and IT Leaders Pay Attention to GenAI?
      • Customer and Operational Data and Insights Will Power Future Value Exchange
      • Interest in GenAI for CX Is Being Driven at the Highest Levels of the Organization
      • Battling Experience Commoditization
  • GenAI Characteristics Inherently Lend Themselves to Better Experience Outcomes
  • GenAI Technology Capabilities and Related CX Use Cases
  • Enterprises Must Address Challenges Related to Trust and Business Value Before GenAI Can Help Enterprises Scale Empathetic CX Outcomes
    • Maintaining Control of Proprietary Data
    • Safeguarding Customer Trust
    • Managing Brand Risk and Regulatory Compliance
    • Staying Focused on Customer Value and Outcomes

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  • Related Research
  • Synopsis
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Jeroen Van Heghe

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Christine Sirois

Manager - Americas


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