ARTIFICIAL INTELLIGENCE
BY PATRICK MARTIN, COVEO
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE PERSONALIZATION IMPERATIVE
HOW AI IS DELIVERING PERSONALIZED CXs.
AI is everywhere. But what kind of impact can companies really expect from this technology, and most importantly, how can they leverage it to achieve tangible results?
With its intrinsically human nature and expansive datasets, one of the most promising and readily applicable areas for AI is customer service, which is a critical component of the overall customer experience( CX).
CX has become a top priority for businesses, and for good reason: delivering superior CX can boost revenue by 80 %. And now with AI, companies are empowered to shift their CX focus from cost-cutting to building truly exceptional, end-toend digital experiences that are ready for the demands of today and beyond.
Simply understanding the potential of AI isn ' t enough, however. Companies need a strategic approach to thrive in the evolving CX landscape. A comprehensive AI experience strategy is now essential to deliver true value by understanding each customer ' s individual needs.
To achieve this, companies must move beyond simply adding AI features to existing tools. Instead, a unified approach is needed to create a seamless, connected experience.
Let ' s explore three ways AI is transforming the end-to-end digital CX journey, driving customer loyalty and revenue through enhanced self-service, Agentic AI, and the unification of the experience. A COMPREHENSIVE AI EXPERIENCE STRATEGY IS NOW ESSENTIAL TO DELIVER TRUE VALUE BY UNDERSTANDING EACH CUSTOMER ' S INDIVIDUAL
JUNE
NEEDS
2025 29
.