Trends Report

Generative AI Promises Conversational CX For Customers And CX Pros

The Potential Of Generative AI For Customer Journey Mapping, Analytics, And Orchestration

December 8th, 2023
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Rusty Warner , David Truog , Michelle Beeson , Victoria Manes , Demi Starks

Summary

Generative AI’s transformative impact on journey mapping, journey analytics, and journey orchestration has only just begun. It promises to connect humans to complex journey data in more natural ways and generate hyperpersonalized recommendations for people and systems working with customers. It has the potential to turn orchestrated journeys into conversational ones at the pace of customer behavior. This report paints a picture of how genAI will change the overall journey management landscape for customers, companies, and vendors. It also explains how to maximize opportunities while steering clear of risks.

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