White Papers

Aberdeen Report - CX Innovation at Scale: Maximize Business Success by Using AI to Futureproof Your CX Activities


To be successful, CX innovation programs must scale rapidly and effectively along with changing business conditions and be viewed as a key institutional element that transcends organization departments. AI plays a crucial role in driving innovation in customer experience (CX), acting as a catalyst for companies’ operational consistency and excellence. By harnessing these capabilities, business leaders can delve into extensive sets of real-time and historical data to uncover trends, perform root cause analysis, and predict future events.

In this Aberdeen report, “CX Innovation at Scale: Maximize Business Success by Using AI to Futureproof Your CX Activities,” research shows that companies using AI to support innovation are achieving a 3x greater increase in customer satisfaction rates. These organizations also enjoy a 5x greater improvement (i.e. a decrease) in service costs.

This report highlights key methods of innovating CX at scale, including how to:

  • Identify the challenges that exist in using AI to address optimizing operations
  • Get crucial insight into market and customer trends that could influence CX activities by breaking down data siloes
  • Create hyper-personalized experiences with AI-enabled analysis of every interaction
  • Empower agents and boost engagement by automating repetitive tasks

Empower CX innovation with AI for lasting results

White Papers

The State of AI in the Contact Center Research Report

How AI is used in contact centers is changing at incredible speed, and these changes require contact center leaders to understand how these tools and capabilities can help optimize productivity, costs, and both the customer and agent experiences.

Case Studies

Marriott Consolidates Tech Stack and Gains Powerful Interoperabilty with CXone

After an extensive requirement gathering, RFP, and implementation process, Marriott International went live with CXone in March 2023, updating its legacy CX platform that had grown increasingly static, fragile, and costly.

White Papers

Lose the baggage! Accelerate CX innovation in the cloud

The technology that supports customer experience (CX) is crucial to meeting business goals for growth and efficiency.