Generative AI
By 2025, 80% of customer success and support organizations will be applying AI response generator technology in some form to improve agent productivity and customer experience (CX).
Conversational User Interfaces
Customers increasingly expect to be able to interact with the applications they use in a natural way, and this has been accelerated by the emergence of LLMs
Digital Customer Success
The desire for self-service, and emergence of refined customer engagement models from conversational AI companies, has changed how businesses deliver customer experiences