• Customer Experience Operational and Business Analytics
• Prevailing CX Data and Analytics and Artificial Intelligence Operating Structures
• Key Foundational Capabilities for Effective CX Data and Analytics and Artificial Intelligence
• Importance and Implementation Level of Digital Levers in Customer Experience
• Call Center Technology Needs a Platform Approach
• Next-generation KPIs for Digital Customer Experience Management Adoption
• Evolving Digital CXM and the Future of Outsourced Digital CXM with Gen AI
• Gen AI – Use Cases in Customer Experience Management
• Gen AI-Customer Experience Management Enterprise Adoption Framework
• Over Half of CXM Leaders Plan to Invest Big in Gen AI, 16% Eyeing over $10M Spend