Genpact's study, Commercial Banking: The Customer Experience Imperative, surveyed 500 senior commercial banking executives on the industry's changing landscape. The research reveals that while many banks understand the growing importance of CX and AI, questions remain regarding their ability to use AI for greater value and mine data effectively to embrace digital transformation and enhance service. The good news is most banks are optimistic about the future. Two-thirds of respondents say they expect to use AI across their organization in the next 12 to 18 months, compared with fewer than one in five today. Yet, some executives surveyed seem hesitant about whether AI will deliver on its promises to drive new personalized services to improve customer experience.

Earn your certification as a Customer Experience Specialist (CXS) or get college credits to stand out and advance your career. Features powerful keynote addresses, engaging workshops, and valuable networking aimed at driving business success through customer insights and intelligence. Attendees will also receive two special reports focused on research and best practices for CX leadership. Register with the discount code "CustomerThink" to get the lowest available price. A first-of-its kind marketing program for the CX industry, the new CX Playbook Partner Sponsorship Program incorporates five key marketing elements.

Data science includes advanced tools and methods for leveraging the plethora of data sources available to CX professionals. These tools and methods include artificial intelligence, machine learning and deep learning. These are the ways that companies are automating insights to drive their company forward. Artificial intelligence is a field in computer science that focuses on developing computer systems to perform tasks that usually require human intelligence, including visual perception, speech recognition, decision-making, and translation between languages. Machine learning uses statistics/math to allow computers to find hidden insights (i.e., make predictions) without being explicitly programmed where to look.