AI in CX: The Practicalities of Implementation

The Big Picture

Very high

High

Moderately high

Neither high nor low

Moderately low

Low

Very low

Yes

0 – 6 months

6 – 12 months

12 – 24 months

2 – 5 years

5+ years

No plans to invest

Significant positive impact

Moderate positive impact

Minimal positive impact

No impact

Negative impact

No investment has been made

Basic AI: for simple interactions or transactions

Everyday AI: for simple customer journeys

Advanced AI: for complex customer journeys

Transformative AI: for complex customer journeys across entire workflows

No focus on AI