MIT SMR Connections Study: AI is the power tool of CX

MIT SMR Connections Study: AI is the power tool of CX

A new global research report from MIT Sloan Management Review Connections, Delivering Experiences That Win Business and Build Loyalty: CX Champions Share Their Strategies, sponsored by SAS, reveals that customer experience (CX) Champions gain better returns from their CX tech investments than competitors by managing CX across the enterprise through cross-functional teams, clearly defined workflows. and extensive use of analytics and AI. The report is based on a survey of 2,670 respondents of which just 15 percent qualify as CX Champions.

 

“Customer expectations are changing rapidly, and it became clear as soon as the pandemic started. Elevated expectations remain, and organizations need to adjust their operations on a strategic level and have cross-departmental alignment to be able to provide for personalized offers and experiences to their customers. Purpose-built and intelligent marketing create appealing, real-time interactions which boost profitability and strengthen brand loyalty. Analytics and AI have been helping companies to champion customer experience by allowing the personalized approach to add more to their customer conversations and experience. This report from MIT Sloan Management Review Connections is an example of this very fact and sets a benchmark for companies lagging behind to follow suit” says Celal Kavuklu, Customer Advisory Director for Middle East and Africa at SAS.