This research-driven ebook examines how generative AI is reshaping customer experience strategies across industries. Based on IDC insights, it explains how GenAI enables real-time personalization, intelligent automation, sentiment analysis, and conversational self-service at scale. The document outlines key CX challenges—such as fragmented data, rising expectations, and operational inefficiencies—and shows how AI can address them through predictive insights and autonomous workflows. It also discusses governance, ethics, and trust as essential components of AI adoption. Practical recommendations help organizations move from experimentation to production, positioning GenAI as a long-term differentiator for customer satisfaction, loyalty, and operational excellence.

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