The Impact of Artificial Intelligence on Customer Experience: Insights from Aberdeen Study

Are you a CX leader looking to enhance your customer experience strategy? If so, you’re not alone. In fact, according to a recent study by Aberdeen, 68% of companies are now using AI capabilities to improve their CX programs. But why are CX leaders investing in AI at such a rapid pace?

The primary reason driving this adoption is the desire to infuse greater intelligence within customer interactions. With 78% of companies expressing dissatisfaction with their ability to use data effectively in managing customer interactions, AI capabilities such as machine learning and automation are becoming essential tools to analyze data rapidly and accurately.

But it’s not just about improving customer interactions. AI investments are also driven by the need to empower employees and reduce inefficiencies. By identifying manual and repetitive tasks and implementing automation capabilities, firms can free up employee time for more critical thinking and empathetic tasks.

And the results speak for themselves. Firms using AI capabilities are outperforming non-users in customer experience, service excellence, and financial results. From improving customer satisfaction rates to boosting agent productivity and reducing service costs, AI is proving to be a game-changer for CX programs.

So, if you’re not currently leveraging AI capabilities in your CX activities, now is the time to consider how they can help you achieve your goals. And if you’re already using AI, make sure to continuously monitor your performance to fine-tune your strategies and maximize the benefits.

With AI capabilities ranking among the top 10 technologies for planned adoption in contact centers, the future of CX is undoubtedly AI-driven. And with the right tools and strategies in place, you can take your customer experience to the next level and drive business success.

For more insights and research on AI and CX, check out Aberdeen Strategy & Research, a division of Spiceworks Ziff Davis, with over three decades of experience in independent, credible market research. Their data-driven approach can help you make informed decisions and drive business actions that lead to success.