AI REALITY CHECK
Companies are moving aggressively to enhance their customer experience (CX) with artificial intelligence (AI). Executives expect AI to bring about extensive change within their organizations, especially in customer engagement, which will have a significant impact on CX practitioners.
While most practitioners see AI as an opportunity, fewer say AI will force the wholesale change executives have predicted. Do CX practitioners have their heads in the sand? Or does their tactical focus afford them a more realistic view of what’s possible?
BILLY SEABROOK 