New IDC report: AI's impact on customer and employee experiences

This IDC Spotlight Paper examines AI and generative AI's role in enhancing customer and employee experiences. Key findings include:

• 63% of companies are investing in GenAI
• Main goals are boosting customer satisfaction and operational productivity
• Trust and human orchestration are vital for AI success
• A curated knowledge base with enhanced metadata is crucial for trusted experiences
• AI solutions can streamline operations and improve employee experiences

The paper shows AI's ability to personalize interactions, boost productivity, and ensure compliance in regulated industries. It also stresses strategic partnerships with tech providers for robust AI operations.

Vendor:: RightAnswers by Upland
Posted:: Feb 27, 2025
Published:: Feb 27, 2025
Format:: PDF
Type:: Analyst Report

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