Overview
A new wave of customer service innovation is here. One where AI empowers brands to deliver faster, more personalized, more human services at scale. “The connected customer”, a report by MIT Technology Review Insights, explores how leading organizations shift from AI potential to CX impact.
Based on expert interviews and case studies, the report reveals the biggest challenge to modern service: outdated, disconnected systems. The solution? A unified AI platform that replaces complexity with clarity, connecting people, processes, and data on a unified platform.
High-performing organizations are using AI not just to automate, but to orchestrate intelligently, streamlining key moments in the customer journey while equipping agents with tools and insights to act faster and serve better.
From improving satisfaction to unlocking productivity, one message stands out: the future of CX belongs to brands that leave legacy behind and build a connected system that brings people and technology together to deliver better service outcomes.
Inside the report:
- Why agentic AI is a game changer
- How AI personalizes service and boosts agent productivity
- Why a unified platform eliminates data silos
- What research-backed strategies global CX leaders are using
- How AI augments human expertise for better service
Download the report to explore insights on AI-driven customer experience
