Best Practice Report

Generative AI Essentials For CX Leaders

Answers To CX Pros’ Top Questions About Generative AI

September 26th, 2023
With contributors:
Ian Jacobs , Enza Iannopollo , AJ Joplin , Rich Saunders , Eleanor Theriault , Shayna Neuburg


The transformative impact of generative AI (genAI) on customer experience (CX) has only just begun. To strategize effectively, CX leaders must understand not only the impact but also some of what’s going on behind the curtain. This report answers eight of the most common questions we have been hearing from CX professionals.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.