What your organization needs to know about the relationship between digital customer experiences, knowledge management, data and AI

Driven by new tools and technologies, CX has advanced rapidly over the last 20 years and today, the majority of customers expect digital-first experiences as standard. The digital customer experience (DX), however, is not created in isolation; when supercharged by artificial intelligence (AI) and data, there is a multidirectional relationship that can be leveraged to create a virtuous cycle of continual improvements.

This report explores and explains the links between digital experiences, customer interaction data, knowledge management and artificial intelligence (AI), and examines how to utilize these links to build richer experiences for customers while taking AI beyond simple chatbots.