AI 2020: The future of customer experience
New enterprise market research reveals the biggest trends and challenges to impact the CX industry to 2020
CX Network, a leading online community for global customer experience (CX), service, insight, digital and marketing practitioners, has published a new report on the role of intelligent enterprise (IE) technologies within the industry.
Based on in-depth research into the CX market, the thought-leading report delves into IE and the suite of novel technologies that are changing how companies operate internally and externally such as artificial intelligence (AI), the internet of things (IoT), robotic process automation (RPA) and machine learning.
Download the report: AI 2020: The future of customer experience
The study has found that while 36 per cent of businesses are currently just in the beginning or planning phase of their IE journey, by 2020 a majority of 53 per cent of organizations want to be at the established stage.
Barriers to intelligent enterprise progression include building an internal culture, competing priorities and upgrading or working with legacy systems.
A third of CX leaders cite the need for a clearer view of the vendor market before they can implement the necessary technologies to make this happen.
Other barriers to progression include building an internal culture, competing priorities and upgrading or working with legacy systems. To help overcome these challenges, practitioners ask for more case studies, industry research, training and budget.
The report is part of IQPC Digital’s cross-sector market study on the adoption of IE technologies, which includes new insight into the defence, oil & gas and pharmaceutical markets.