The Future of Generative AI in Customer Engagement, a new landmark study from Aspire

At Aspire, we’re excited to present our latest research study, “The Future of Generative Artificial Intelligence (AI) in Customer Engagement”. The first phase of this groundbreaking project will provide software vendors and service providers with a deep understanding of the transformative capabilities of generative AI in the creation of customer communications and digital experiences so that they can make informed investment decisions and unlock strategic opportunities for business growth. In the second phase later this year, we’ll also produce a series of dedicated reports for enterprises active in a number of vertical industries, including banking, financial services, healthcare, retail, manufacturing, or utilities.

There’s little doubt AI will revolutionize the way companies communicate with and engage their customers, and generative AI holds enormous potential. With it, organizations can create dynamic content that adapts to each customer’s demographic profile, preferences, and interaction history. By leveraging AI-driven insights, businesses can deliver hyper-relevant content that drives ongoing conversions while building loyalty.

Generative AI can also rewrite existing content to make it easier to understand, increasing communications consistency and helping each interaction stay on-brand. Furthermore, generative capabilities bring new use cases to the forefront, from content creation for additional channels to intelligent approvals, inbound processing, or even smart engagement that detects fraud or potential security risks. It also offers direct business benefits for software vendors and service providers as well, from coding to customer support. Automated form creation, workflow coding, template migration/creation…the list goes on, which can make it difficult for stakeholders to decide where to start or what to prioritize as part of a winning strategy.

To that end, Aspire is surveying hundreds of businesses across the globe to get their perspectives on this new technology. Insights from the Americas, Europe and Asia Pacific will help us to deliver fact-based recommendations that will help subscribers decide where to invest, what to develop, how to overcome barriers, and what messaging to use. Since this technology is developing at such a rapid pace, we will complement our quantitative research with a set of qualitative interviews to provide even better context and gain additional insights from experts on, for example, generative AI’s impact on the ever-evolving regulatory landscape.

If you’re a supplier in the customer engagement, customer communications, web content management, or customer experience management space, we invite you to join us on this exciting journey as we explore the possibilities and impact of generative AI in customer communications. Together, we can unlock new avenues for growth, innovation, and enhanced customer experiences in the digital era. Stay ahead of the curve and pave the way for a prosperous future by embracing the power of generative AI.

  1. Who should buy this research?
    This initial research is aimed at technology vendors and service providers (including outsourcers, system integrators, or digital agencies) in the customer communications, customer experience management, call center, content management, or digital experience markets. We will provide a report for enterprise executives at a later stage. If you’re interested in learning more, you can let us know here.
  2. Why should we buy this research?
    This research study will enable technology vendors and service providers to get a better understanding of the emerging opportunities surround generative AI in customer communications. Generative AI is poised to be a dramatic gamechanger for suppliers and is expected to be the most disruptive technology ever to impact the customer communications, digital experience, and customer engagement markets.
  3. When will this research be available?
    Timelines, cost, and other information is available here.
  4. Where can I register my interest or place an order to buy?
    You can do that here.
  5. How detailed will the research be? What is the deliverable?
    Since we’ll share the very detailed findings with the report’s subscribers, we can offer this study at a more affordable price points than we could if it was a custom research project. We’ll be offering three versions of the final deliverable:
  • A full report with complete PowerPoint charts, Excel data tables, and a one-hour online presentation with an Aspire analyst
  • An executive summary report slide deck lists key findings and recommendations
  • As part of an annual research subscription, subscribers will get access to both of Aspire’s 2023 research studies along with our support to help unpack the findings, including a strategy day, regular analyst calls, and ongoing inquiry service. You can contact us here to learn more.
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