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AI needs a customer strategy, not just a use case
Published
From CMSWire
Since generative AI entered the mainstream lexicon in 2022, we’ve learned a lot about what’s possible, practical, and profitable – especially in the realm of customer experience. While technology is still – and always will be – advancing, the core principles of CX remain the same, even in the era of AI.
In his latest CMSWire article, Tom Lewis shares the CX truths that remain, as well as new ways AI is affecting customer service and where he sees change coming.
“I’d urge businesses to remember that technology adoption on its own will never create meaningful customer experience transformation, nor will it drive shareholder value. Accomplishing these goals requires a strong CX strategy to envision, design and build the interactions customers want. More importantly, it takes a customer-first mindset.”Tom Lewis, Global Leader, CX Transformation