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The State of Digital CX 2023: Where Does AI Provide Real Value?

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"The State of Digital CX 2023: Where Does AI Provide Real Value?"

Brought to you by No Jitter

An important component of Omdia’s State of Digital CX: 2023 survey was its findings relating to AI as a key enabling technology for Digital CX. Given the extensive hype around AI in late 2022 and 2023, we wanted to see how enterprise plans and perspectives around AI were evolving.

The results gave an interesting perspective on enterprise plans for deploying AI-enabled chatbots. We also gained a clearer view of those AI-based technologies which, in our respondents’ opinion, provide “significant” value today—and where its value is more limited.

Findings include:

  • The top five AI technologies that deliver “significant” value
  • Areas in which companies experience limited or moderate value from AI
  • Top five outcomes of AI-powered technology related to CX

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