CMSWire: The Growing Role of AI in Experience Management

This article was written by Greg Kihlström for CMSWire. Read the full article here.

AI tools are changing how brands engage with customers. They drive more personalized experiences and improve efficiency across the entire journey.

Despite a lingering “wow” factor that AI-based tools can still possess, we’re well past the early days of AI adoption. And as companies grapple with finding the ROI on their investments, it’s crucial to understand the potential impact of AI in customer experience.

According to a recent study from McKinsey and Qualtrics, successful AI implementation has the potential to yield an estimated $860 billion in annual cost savings and revenue gains.

In customer experience management, AI can play a valuable role with employees, customers and the business itself. Organizations that adopt AI successfully improve efficiency while capturing cost savings and revenue.

Here are four ways to get the most out of AI in customer experience.

This article was written by Greg Kihlström for CMSWire. Read the full article here.