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Research Brief: Using AI to Optimize Customer Experience Strategies
Research Brief
Feb 12, 2025
by Mike Leone, Emily Marsh, Bill Lundell, Enterprise Strategy Group Research
Customer experience (CX) strategies are often at the heart of competitive differentiation today. From personalized experiences and top-notch customer service (CS) to ensuring trust and process efficiency, many businesses recognize the importance of supercharging CX practices to maintain customer loyalty and improve customer acquisition. Recent research by Informa TechTarget’s Enterprise Strategy Group investigated how organizations view and act on the opportunity to augment and improve CX strategies by using cutting-edge AI technology that drives automation and other improvements.
 
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Table of Contents
  • Abstract
  • Overview
  • Analysis
  • Conclusion
Categories
Mike Leone
Principal Analyst, AI Software and Services
Emily Marsh
Associate Research Director
Bill Lundell
Senior Research Director
Enterprise Strategy Group Research
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