The Intelligent CX Revolution: How AI is Changing the Game, is an IDC whitepaper sponsored by Sprinklr that explores the transformative role of artificial intelligence (AI) and generative AI (GenAI) in customer experience (CX) strategies. It highlights how these technologies are reshaping business models, driving operational efficiencies, and delivering personalized customer interactions.

The report underscores the evolving importance of CX as a strategic enterprise priority, beyond its traditional roles in marketing and contact centers. It points out that while AI and GenAI offer significant potential for differentiation, many organizations face challenges such as workforce skill gaps, high implementation costs, and data quality issues. These barriers hinder the effective scaling of AI solutions for CX improvements.

The whitepaper offers insights into how organizations can prepare for the “AI Everywhere” era by making data AI-ready, ensuring robust AI governance, and unifying customer insights. It emphasizes the importance of addressing data security and customer trust while navigating regulatory landscapes. Moreover, it outlines strategic recommendations for integrating AI-driven solutions in marketing and contact centers, such as adopting employee training programs and collaborating with vendors that provide scalable AI platforms.

Sprinklr showcases its unified AI platform designed to enhance CX across digital channels, aiming to align enterprise operations with evolving customer expectations.