This podcast explores the application of artificial intelligence (AI) and generative AI (GenAI) to enhance omnichannel customer experience (CX).

It details several use cases, ranging from personalised content creation and predictive customer support to in-store analytics and campaign optimisation.

It assesses the current adoption and demand for these AI-driven solutions, categorising them by their level of implementation and discussion within businesses. The ultimate goal is to create a seamless, data-driven omnichannel CX that improves customer satisfaction, boosts revenue, and fosters long-term loyalty. Several examples are used to illustrate successful AI implementations.

For detailed reading: https://medium.com/@28thjun/ai-driven-omnichannel-cx-new-use-cases-maturity-matrix-89e93be804f8