This report, Humans + bots: Tension and opportunity, examines how companies across the world use AI through their customer journey and the business and customer benefits being delivered as a result.
Based on a global survey of 599 executives and a series of expert interviews, this report found that most companies–and particularly firms that identify as ‘customer–centric’–have already deployed AI extensively in their customer facing operations and customer experience management processes. Those that have moved earliest to automate processes and enhance customer channels with AI assistance are now reaping the greatest rewards, not only in terms of efficiency and scale but also in terms of customer loyalty and brand recognition from being perceived as technology leaders.