Is GenAI the Missing Piece to a Connected CX?

2024 CX Industry Report

If your end-to-end customer journey is a collection of siloed touchpoints… you can’t provide a consistent, empathetic customer experience.

Based on a survey of 4,000 adults across the U.S. and UK, the 4th edition of Coveo’s CX Industry Report will help you provide a holistic, interconnected digital customer journey. And, show you why AI Search and GenAI might be your missing piece.

New industry findings include:

• Subtle differences between how age groups search for information – and guidance on how to serve them (p. 4)
• The curious thing 39% of respondents are doing on social media – and why it might make them high-quality leads! (p. 7)
• Why being “omnipresent” for your customers isn’t as important as once thought – and what’s more important instead (p. 9)
• Self-Service vs. Assisted Support – what 31% of respondents revealed about when they choose which channel (p. 12)
• Exactly what customers expect from CSRs – and specific ways Generative AI can help (p. 14)

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