The proliferation of customer-centric systems, tools, and applications within businesses is daunting, especially when undermining goals of operational speed, agility, and efficiency. This extends to customer service (CS) operations, which increasingly supports overarching customer experience initiatives. Recent research by Informa TechTarget’s Enterprise Strategy Group explored how organizations harness the power of generative AI (GenAI) to mitigate the potentially negative effects of having distributed and/or siloed CS applications and tools throughout a business.
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