Customer engagement and experience (CX) are transforming due to technology and customer behavior shifts, leading businesses to adopt AI for personalization and efficiency. Recent reports indicate that CX is now viewed as a revenue driver by most leaders, with a notable majority recognizing its impact on profitability. Despite improved approval for CX investments, there are challenges with achieving desired ROI from personalization engines and loyalty programs. Nevertheless, a significant portion of companies still values loyalty initiatives, while a majority of C-suite leaders see AI as integral to their CX strategies, though many are still in early implementation stages.
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