Generative AI (GenAI) is revolutionizing customer experience (CX) across various industry sectors by enabling deeper personalization, streamlining customer and employee services, and optimizing operations. However, the impact of GenAI is shaped significantly by industry-specific factors, making the implementation experience unique for each organization.
This PoV explores the transformative role of GenAI in two key industry domains—Telecom and Retail - highlighting its impact on CX and providing real-world examples of successful deployments. Both industries are seeing significant benefits but must navigate challenges related to privacy, security, and cost.
We also discuss the implementation challenges organizations face, such as the risk of incomplete or incorrect AI responses, security vulnerabilities, and potential cost overruns. To help companies navigate these complexities, we outline a strategic framework for developing and implementing a GenAI-driven CX strategy, ensuring that organizations can leverage GenAI effectively while mitigating risks.
This PoV offers valuable insights for leaders looking to harness the power of GenAI to transform their CX, with practical guidance on overcoming industry-specific challenges and achieving sustainable success.
