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Implement AI for Customer Experience

Use AI to supercharge your customer experience outcomes and propel your brand forward

AI’s unprecedented capabilities have the potential to redefine how organizations connect with their customers – for better and for worse. With the right strategic alignment, AI in CX can be a catalyst for deeper engagement, stronger loyalty, and sustainable growth. Our research can help you identify the right opportunities for AI in your CX strategy, define requirements and a go-live plan, and maintain your solutions after launch.

By leveraging advanced AI capabilities like predictive analysis, sentiment detection, and hyper-personalization, organizations can anticipate customer needs, resolve issues proactively, and build lasting brand strategy. AI in CX is not without risk, but in today’s competitive landscape, it is essential to delivering exceptional customer experiences.

1. Data should be one of your first stops.

Data is the lifeblood of AI for CX. Your data must be clean, relevant, and readily accessible. Devote your resources to data governance and integration up front and poise your future AI initiatives to deliver more accurate, contextual, and low-risk insights that truly enhance the customer journey.

2. Prioritize measurable benefits over AI wow factor.

Start your exploration with specific, measurable CX metrics that reflect on customer engagement at valuable junctions. Align the value of AI implementation to your customers’ needs and organizational goals, transforming isolated wins into a clear competitive advantage.

3. The devil is always in the details.

Like any other tool, the value of AI is in the way you use it. Your implementation approach can make or break your AI ambitions. Small ad hoc decisions, unpredicted pitfalls, and incongruent data can all significantly impact the tangible returns of AI for your customers. Fuel long-term scalability with a structured approach that considers scope, configuration, and ongoing optimization.

Use our step-by-step research to transform the moments that matter most to your customers

Use this blueprint as a comprehensive guide to strategically assess and evaluate potential AI implementation pilot projects. Shift your customer journey from reactive to transformative with our step-by-step methodology, templates, and tools to:

  • Identify high-impact use cases early: zero in on specific CX metrics – like first-contact resolution or NPS – that resonate with leadership and deliver visible value to customers.
  • Design for scalability from the start: define your project scope with precision – pinpoint the specific CX challenges, establish robust requirements, account for governance, risk, and compliance considerations – and involve cross-functional stakeholders from the outset.
  • Monitor and adapt continuously: track key performance indicators and user feedback in real time, then refine AI capabilities to regularly stay aligned with shifting customer needs and strategic goals.

Implement AI for Customer Experience 91Ƭ & Tools

1. Implement AI for CX Storyboard

In this step-by-step guide, we will help you to:

  • Identify and select your highest impact CX-AI use case.
  • Define your CX-AI solution requirements and project scope.
  • Determine your solution path and build your “go-live” plan.
  • Establish your framework to manage and maintain your solution after launch.

2. CX AI Use Case Discovery Tool – A robust, Excel-based tool to help you identify the right AI use cases to explore for CX in your organization.

Use this tool to:

  • Assess customer impact and experience relevance across five CX capability dimensions.
  • Understand which CX capabilities require the most attention at your organization.
  • Identify problem statements that align to your CX pain points or high-impact opportunity areas.
  • Select the right AI use cases to take through value and feasibility rationalization.

3. AI Pilot Project Shortlisting Tool – A step-by-step tool for documenting your selection process and presenting the case for a chosen pilot.

Use this tool to:

  • Document a longlist of potential use cases from all departments.
  • Conduct a voting exercise to establish a shortlist of potential pilots.
  • Define your value and readiness scoring scales to assess pilots.
  • Score your pilot use cases against scales to select one or two high-ranking use cases.

4. KPI Mapping Tool – A comprehensive tool to help you identify the right AI use cases to explore for CX.

Use this tool to:

  • Identify KPIs that are relevant to your organization’s CX capabilities.
  • Assess those metrics to determine their overall health.
  • Identify the areas of concern and opportunity that an AI solution could improve.
  • Select the right AI use cases to take through value and feasibility rationalization.

5. Solution Path and Cost Estimation Tool – An Excel-based tool to help you identify the solution path and establish a size estimate for your project.

Use this tool to:

  • Identify KPIs that are relevant to your organization’s CX capabilities.
  • Assess those metrics to determine their overall health.
  • Identify the areas of concern and opportunity that an AI solution could improve.
  • Select the right AI use cases to take through value and feasibility rationalization.

6. Solution Development and Implementation Report – A comprehensive report template to document your outcomes for a fully scoped use case in a boardroom-ready presentation.

Use this report template to:

  • Explore a sample use case fully scoped end-to-end.
  • Document your decisions to communicate the recommended pilot project.
  • Present your findings to management and obtain formal approval.
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Upcoming

Webinar

Wednesday, August 06, 2025

01:00 PM EDT

Utilize AI to Supercharge Your Customer Experience Outcomes

Register Now
webinar status icon

Upcoming

Webinar

Wednesday, August 06, 2025

01:00 PM EDT

Utilize AI to Supercharge Your Customer Experience Outcomes

Register Now
speaker 1

Thomas
Randall

Advisory Director

speaker 2

Ryan
Brunet

Principal 91Ƭ Director

Use AI to supercharge your customer experience outcomes and propel your brand forward

About Info-Tech

91Ƭ is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

  • Implement AI for CX Storyboard
  • CX AI Use Case Discovery Tool
  • AI Pilot Project Shortlisting Tool
  • CX KPI Mapping Tool
  • Solution Path and Cost Estimation Tool
  • Solution Development and Implementation Report

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Each call will focus on explaining the material and helping you to plan your project, interpret and analyze the results of each project step, and set the direction for your next project step.

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Author

Ryan Brunet

Search Code: 108012
Last Revised: July 7, 2025

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