Calculating the ROI of AI in CX – Beware of consultants bearing gifts

From CXFocus Magazine

As AI continues to reshape customer experience (CX), many organizations are struggling to separate genuine value from inflated promises. This article explores the challenges businesses face when trying to calculate the return on investment (ROI) of AI in CX, particularly in a market saturated with bold claims from vendors and consultants.

Tom Lewis, Global Leader of CX Transformation at TTEC Digital, cautions that while AI can offer real benefits, not every solution is ready for deployment. He notes: 

“The advancements we seek are close and we can see good examples during vendor demos, so we have an idea of what good looks like.  One challenge is that these solutions in production, with sufficient usage to be credible, are still rare. The technology is advancing quickly but it still takes time to implement and verify success. In addition to actual production verified use cases, the consumer also has to work up to trusting these systems to the point where volume will have a measurable impact.”

For more insights into how businesses can manage a thoughtful, strategic approach to AI that prioritizes long-term value, read the article.