target audience: TECH BUYER  Publication date: Jun 2023 - Document type: IDC Perspective - Doc  Document number: # US50769823

Future of Customer Experience Incorporates Generative AI into the Persuasive Content Supply Chain

By:  Marci Maddox Loading


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This IDC Perspective describes how enterprises can approach the combination of generative AI and the unified content model (UCM) (in the form of a knowledge management system) to facilitate active learning capabilities that promote empathetic behavior within the organization and elevate engagement with their customers.

"The world of content management is embarking on a new journey with the advent of generative AI tools, such as ChatGPT, coming into the market," says Marci Maddox, research vice president, Digital Experience Strategies at IDC. "The success of generative AI embedded into content applications is dependent on establishing the right processes and data sharing models that empower a larger set of employees to become content contributors."


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