Observed Signal · Oct 4, 2023 · Analysis · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Customer Experience Automation: Best Practices for CX Enhancement
The article explores best practices for customer experience (CX) automation, highlighting that nearly half of organizations view automation as a key digital differentiator. Citing Gartner surveys, it notes 41% of enterprises use intelligent automation, with banking and insurance leaders planning increased hyper-automation spending. Hunter Douglas's VP of CX, Ross Garretson, discusses automating customer interaction insights to improve quality assurance and decision-making. Gartner analyst Laurie Shotton advises combining chatbots, RPA, NLP, and LLMs to move toward autonomous processing, while cautioning against over-automation in emotionally sensitive sectors. The article emphasizes aligning automation investments with business outcomes and monitoring customer feedback.
Provides insights into CX automation trends and best practices but is not a specific industry event.
Track Gartner Signals & Market Shifts in Real-Time
Polaris7 autonomous intelligence agents track regulatory filings, primary sources, executive changes, and deal flow 24/7. Create your free Explorer workspace to monitor these entities.
Key Takeaways & Evidence Grounding
- 41% of enterprises use intelligent automation according to the 2022 Gartner Data & Analytics for Digital Transformation Survey.
- Nearly 90% of banking leaders and 83% of insurance leaders expect to increase hyper-automation spending through 2024.
- Hunter Douglas automates collection and reporting of customer insights to improve quality assurance and data-driven decisions.
- Gartner's Laurie Shotton recommends combining chatbots, RPA, NLP, and LLMs to achieve autonomous processing.
- Over-automation can frustrate customers in banking, insurance, and healthcare where human empathy is needed.
Connected Companies & Entities
1 Entity mapped“research firm Gartner Inc....”
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
Verndale Launches AI Visibility & Content Supply Chain Services
Verndale, a digital consultancy, has introduced new services to help marketers measure and improve their brand's visibility in AI-generated answers. As AI assistants like ChatGPT and Google's AI Overviews increasingly influence research and buying decisions, brands need to know whether they are mentioned, recommended, and correctly described in these responses. Verndale's services include an AI Visibility assessment that tests real audience questions across major AI platforms, identifying gaps in brand mentions and citations. They also offer an AI-Ready Content Supply Chain Assessment to optimize content operations for AI-era discoverability. The company cites research from SparkToro showing 68% of Google searches end without a click, and Gartner reporting 45% of B2B buyers use generative AI for purchase research. A case study with Quinnipiac University demonstrated significant improvements in content optimization and AI readiness through governed agent workflows.
OK Future's AI 'Pressure Cooker' Campaign for Goodwipes
Former MullenLowe U.S. CEO Frank Cartagena launched creative shop OK Future to test generative AI's potential for a small agency. Their first project, a spoof of OpenAI's Astra ad for personal hygiene brand Goodwipes, was produced in four days using AI tools like ArtCraft, Seedance, and OpenAI's Astra model, cutting projected production costs from $700,000. The campaign, 'Meet Asstra,' gained over 1.5 million views on Reddit. However, Cartagena described the pace as 'unsustainable' and a 'pressure cooker,' with team members working around the clock and even threatening to quit. Goodwipes' SVP of Marketing, Meredith Diehn, emphasized trust in Cartagena and the value of experimenting with AI. The article highlights the growing use of AI in creative production, with 73% of marketers using GenAI for visual content and Gartner forecasting AI software spending to reach $981 billion by 2029.
AI Startups Face Pricing Power Squeeze from Model Suppliers
An analysis by Trending Topics highlights a structural challenge for AI startups: they often act as token resellers with thin margins, akin to middlemen, rather than classic software businesses. Using a fictional sports app example, the piece illustrates how costs for app store fees, token consumption, and free-tier AI features can erode profits. Citing a market study, it notes inference costs average 23% of revenue for scaling AI firms, with gross margins around 52% versus 78-80% for traditional SaaS. The article discusses how providers like OpenAI and Anthropic hold pricing power, and some startups, like Cursor, invest heavily in own infrastructure to reduce dependence, though this is often not feasible for most. Neoclouds are seen as not solving the fundamental dependency issue. However, a counterview suggests that rapidly falling inference costs could improve margins, and AI-native startups have already captured significant market share in some segments. The piece concludes with strategic advice for startups to focus on proprietary data, workflow integration, and cost optimization.
Track Real-Time Market Signals & Shifts
Set up custom watchlists to receive automated, evidence-grounded executive digests whenever material signals or shifts occur across your tracked landscape.