Research

Gartner® Report: GenAI and CX: Act now or fall

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Zoom's research shows customer expectations are rising, yet companies are still figuring out Generative Al. The gap between expectations and reality is widening—act now before it's too late.

Generative Al offers huge opportunities, but anything mediocre risks hurting your brand. Gartner states: "GenAl is not a technology that warrants a 'Wait and see" approach. Customer expectations regarding the delivery of their experience with organizations have already changed, and anything subpar will affect your brand's reputation. The time to act is now — not just for the CX initiative, but for the organization as a whole."¹

Don't wait. Get complimentary access to the Gartner report, "How to Manage the Impact of GenAl on Customer Experience," and start maximizing GenAl's value in your contact center today.

¹ Source: Gartner®: How to Manage the Impact of GenAl on Customer Experience By Don Scheibenreif, Ilona Hansen, Maria Marino, Michael Chiu, 14 February 2024.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

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