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delivery of more humanized journeys that leverage data tocreate more personalized and interactive experiences. 70% of CX leaders plan tointegrate generative AI into many touchpoints in the next two years. As CXleaders and their teams grapple with how to effectively implement AI, theyunderstand that if they get it right, it will be worth the effort. They expectAI to significantly improve team efficiency, freeing up agents' time to focuson more important tasks, with notable implications for chatbots and emailcommunications. email with customers. For their part, customers are ready forthis change: 59% of 2,500 global consumers surveyed say they expect AI tocompletely change the way they interact with businesses. In this first sectionof the CX Trends 2024

report, we also look at how AI will transform chatbots intoreal digital agents, why transparency Chinese Australia Phone Number List  and decision-making in AI have becomeparamount, and as well as the surprising gap between CX leaders and their teamson everything related to AI, particularly in terms of strategy, tools andimpact on roles. Reliable data and experiences One of the biggest challengesbusinesses have faced over the years has been effectively using their mountainsof customer data. As we enter the era of intelligent CX, businesses want toinstantly change user experiences, pushing to leverage more real-time data. 62%of CX leaders believe they fail to deliver the in-the-moment experiencesconsumers expect. Anticipating customer needs, -

personalized experiences are difficult tasks. Achieving thisrequires bringing together data from disparate sources and synthesizing itquickly, and once again, AI is proving to be the solution. While CX leaders areincreasingly confident that they will be able to instantly change userexperiences, they also face other emerging trends, such as data privacy, anon-negotiable element in their plans. Therefore, CX leaders demand that robustsecurity measures be an integral part of the customer experience. Next-generationimmersive experiences Consumers have been shopping online for decades, andpurchasing goods and services over the Internet continues to evolve. Immersiveand live experiences are heavily influencing the future of online shopping.Customers