How 5 Companies Successfully Introduced AI Into the Customer Experience

Do we still need humans to power customer experiences? In its Digital CX Trends 2018 report (fee charged) released today, Forrester researchers found that "while AI, intelligent agents, and chatbots were central to the business conversation in 2017, most companies discovered they lack the design acumen and technical chops to seize the opportunities." This, researchers found, has led to widespread struggles with the basics and few leaders "innovating the way forward." It's fair to say not everyone is excited about artificial intelligence's invasion into customer experience, even those who profit from it. Yet many organizations are still turning to AI to power customer experiences.