Keith Dawson's Analyst Perspectives

The development of artificial intelligence (AI) has transformed the idea of customer experience (CX) from a piecemeal, manually directed practice into a more streamlined and disciplined activity. The available technology has become so diverse and expansive that it is allowing enterprises to cope with a two-headed problem: providing more personalized and effective experiences is complex, and once you start to deliver those experiences, customers ratchet up their expectations and expect the new...

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Topics: Customer Experience Management, Customer Journey, Adobe
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