target audience: TECH BUYER  Publication date: Sep 2023 - Document type: IDC PeerScape - Doc  Document number: # US51259423

IDC PeerScape: Peer Insights to Transform Customer Experience Using GenAI

By: 

  • Marci Maddox
  • Stanley B. Gibson
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Content

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Table of Contents


  • IDC PeerScape Figure

    • Figure: IDC PeerScape: Customer Experience — Practices to Transform Customer Experience Using GenAI

  • Executive Summary

  • Peer Insights

    • Practice 1: Look for Areas of CX Improvement That Match the Strengths of GenAI Tools

    • Challenge

    • Examples

    • IWCO

    • Fortune 100 Bank

    • The ODP Corporation

    • OneSource Virtual

    • Guidance

    • Practice 2: Deploy a POC with Data Governance Applied to LLM Data Sets; Assign a Team to Manage the Project

    • Challenge

    • Examples

    • IWCO

    • Fortune 100 Bank

    • The ODP Corporation

    • OneSource Virtual

    • Guidance

    • Practice 3: Leverage Continuous Improvement Inherent in GenAI; Analyze Sentiment; Minimize Risk

    • Challenge

    • Examples

    • IWCO

    • Fortune 100 Bank

    • The ODP Corporation

    • OneSource Virtual

    • Guidance