Reports 18 Min Read

AI and Automation: The Intersection of Agent Productivity and CX Acceleration

The digital economy is surging, and the remote workforce is here to stay. Service leaders have rapidly evolved their strategies to meet customer expectations while at the same time improving efficiency. The goal: Connect service team members and experts throughout the business to deliver timely, personalized, omnichannel experiences at scale.

Our global 2022 IT Enterprise Insights survey underscores this priority. More than 70% of respondents said their companies assigned higher importance to the transformation of the customer experience following the global pandemic.

How do these business leaders expect to achieve the transformation of CX? A majority of respondents said their companies had prioritized investment in automation and artificial intelligence (AI) capabilities. These technologies were rated in the same survey as ‘significantly more important’ or ‘more important’ by 71% of respondents.