The Future of AI-Powered Customer Experience


Unlock the full potential of AI-driven customer experience with Forrester’s comprehensive insights and actionable recommendations based on a survey of 415 CX leaders.

https://www.avaya.com/en/registration/forrester-future-ai-powered-cx-ty/ 25AXPGL-FRTREP-COM 25AXPGL-FRTREP-COM From Automation to Orchestration: The Future of AI-Powered Customer Experience https://www.avaya.com/en/documents/forrester-future-of-ai-powered-cx.pdf Thank you for your interest in the paper "From Automation to Orchestration: The Future of AI-Powered Customer Experience" by Forrester Consulting. You can access the asset anytime you want from the link below. /content/dam/aem-avaya-portal/en_us/registration/forrester-future-ai-powered-cx/Forrester-Report-Gated-LP-Image-1440x535.jpg Awareness AXP Webinar with Forrester - The AI-Orchestrated Contact Center Register now https://event.on24.com/wcc/r/4864122/FC8380422D2B95F3410BADCD79A66EB4/5972721 Your Forrester download on the future of AI-powered Customer Experience Download the report
Paper cover - From Automation to Orchestration: The Future of AI-Powered CX
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Did you know that 34% of organizations like yours have fully implemented AI across all customer interaction processes? Or that 26% are in the process of implementing AI in key areas of CX?

See where you stand against your peers by downloading our latest report, and gain insights into how you can leverage AI to elevate your CX strategy.

What's inside

  • Explore the shift from automated processes to orchestrated customer journeys.
  • Learn how AI can enhance personalization and efficiency in customer interactions.
  • Discover strategies for integrating AI across various touchpoints and channels.
  • Understand the benefits of proactive customer experience management.

Unlock the future of customer experience with AI

A Forrester Consulting thought leadership paper commissioned by Avaya.

Artificial intelligence (AI) is redefining customer experiences (CX) and reshaping how businesses engage, support, and delight their customers. Organizations are embracing AI to drive efficiency, enhance personalization, and maintain a competitive edge in an increasingly demanding market. 

While high costs, integration challenges, and data silos present hurdles, the momentum of AI adoption is undeniable as businesses recognize its transformative potential. At the forefront is generative AI (genAI), which powers chatbots and agent-assist tools that streamline operations, reduce response times, and empower employees. Advanced analytics and automated quality monitoring are also enabling data-driven decisions to ensure that customer service quality remains high. Strategic AI orchestration—seamlessly integrating AI into existing workflows with minimal disruption—has emerged as a critical enabler.

The path forward requires aligning AI strategies with corporate goals, embracing hybrid cloud solutions for scalability, and investing in workforce readiness to unlock the full potential of AI-driven CX.

The future belongs to businesses that can balance the power of AI with human ingenuity, creating seamless, personalized, and impactful customer journeys that set a new benchmark for excellence.