AI and GenAI bring the elusive “data-driven customer experience” closer than ever. But it’s not easy.
In highly commoditized sectors like financial services and telecommunications, customer experience (CX) sets leaders apart. Yet delivering a standout CX demands more than an attractive interface—it requires personalized, intentional and predictive engagements to support use cases such as next-best experience recommendations, tailored customer journeys, proactive issue resolution, churn prevention and real-time insights.
Democratizing advanced CX with the cloud
Previously, only large enterprises had the resources required to build deep data-driven customer experiences. Today, such advanced CX capabilities are more widely and easily accessible through cloud technology. The cloud offers flexibility, scalability, “pay as you use” cost models, compute power, real-time processing and a global reach, combined with native AI and GenAI tooling. This enables many more organizations to create sophisticated customer experiences with features like real-time segmentation, sentiment analysis and automated customer care chatbots.
Laying the foundation with data
While data is the foundation of advanced CX, it may be challenging for your on-prem data center resources to cost-effectively execute the required tasks to prepare for the CX analytics. This includes integrating structured and unstructured data from multiple and diverse sources, curating the data, enriching it and then running it through sophisticated AI and GenAI tooling – all while overcoming challenges such as data quality, security, and compliance.
Why Amdocs Cloud?
Amdocs has extensive experience in all three areas needed to help you succeed – cloud, data and CX – optimizing cloud platforms, maximizing data value and transforming CX. We offer not only technological expertise but also the transformation experience and business process insights to activate deep analysis and valuable insights. We can help you design, implement and operate your end-to-end CX solution stack – ensuring data privacy, regulatory compliance, cost efficiency and optimized ROI so that you can unlock new revenue streams, enhance customer loyalty and increase customer lifetime value.
