Customer experience

According to IDC’s Future of Customer Experience report, within the next four years, nearly half of the world’s largest businesses will be utilizing AI and ML to transform their customer experience (CX).

According to Sudhir Rajagopal, Research Director, Future of Customer Experience at IDC, “in a world of accelerated uncertainty, the next era of CX innovation will be led by those brands that improve value for the customer through empathy and deliver outcomes for customer success.

” The IDC report found that by 2026, 45% of the Global 2000 are anticipated to use AI/ML to nudge customers into unfamiliar, novel experiences in order to improve sentiment metrics and the potential for brand upselling.