more deeply into their customer journeys and employee experiences making them more frictionless and data- driven than ever before.They’re using AI to understand pain points in customer journeys, provide frontline employees with real-time insights, and improve everything from customer satisfaction to customer experience ROI. In this global report, Economist Impact and Genesys surveyed 750 senior customer service, marketing and sales executives worldwide on how AI can improve customer journeys and employee productivity. They also examined strategies for deploying the technology and the value organizations are gaining and hope to achieve as a result.
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