The 2021 Artificial Intelligence in Customer Experience Report reveals that 77% of CX practitioners surveyed for CX Network's Digital Customer Experience Report 2021 reported that Covid-19 triggered more digital transformation than anticipated for 2020. This year's Global State Customer Experience Report research marks the first year that the 194 CX experts surveyed have labelled artificial intelligence (AI) and machine learning (ML) as their top investment priority. AI and ML technologies can automate processes, manage data more efficiently, resolve customer issues earlier, and help shift workload from human agents who are overloaded by interactions. AI and ML systems allow companies to offer hyper-personalized experiences to their customer base while also using intelligent automation to reduce issue resolution and cost-to-serve rates. However, brands can find themselves intimidated by the steep price points attached to AI systems, leaving many to struggle with calculating the returns from AI or ML investments.
