Orchestrating AI-powered CX success
Many organizations struggle to realize value from their AI investments in Customer Experience (CX), mainly due to siloed and inconsistent data or inability to scale. This hampers automation and orchestration, essential for improving customer journey.
Hear from your peers: CX leaders assess the success of their AI initiatives in global market survey
Despite its potential, large-scale GenAI and agentic AI adoption remains uneven. This is the conclusion in a recent Globaldata market survey commissioned by Orange Business, analyzing CX leaders across Europe, Asia-Pacific, and North America to understand challenges, key use cases, and success levels. The survey found that while customer experience is vital, few believe customers are receiving the expected service, with some C-suite leaders being more skeptical. About one-third of GenAI initiatives deliver less than half of the expected benefits, indicating many efforts are still experimental. This report explores the main obstacles, peer strategies, and expert insights.
From ambition to action: a roadmap for operationalization of AI in CX
If you're struggling to launch your AI initiatives in CX, you're not alone. The GlobalData survey found that two-thirds of respondents plan to rely on a partner for strategy support, and 60% need help with implementation. In our ‘inspire session’ one of our CX business consultants will offer tailored recommendations based on a quick online maturity assessment, identifying where AI can add the most value in your customer journey. You'll receive actionable insights and industry best practices to help you maximize your AI investments and improve customer experience. The session is complimentary.
Right Time, Right Place, Right Now: How organizations can unleash the transformational power of AI and overcome their most critical CX orchestration challenges.
In today’s fast-changing market, seamless, personalized interactions are essential. Many organizations are turning to AI to meet these expectations. The Globaldata survey shows that while CX leaders see the benefits of GenAI, challenges like siloed data and fragmented decision-making remain. Successful AI-driven CX requires collaboration across data, IT, and customer service teams to bridge the orchestration gap. At Orange Business, we believe balancing AI automation with human empathy at key moments is crucial. Acting now with the right strategy can unlock GenAI’s transformative potential and deliver the personalized experiences customers expect.
From silos to satisfaction: How data management fuels AI success in CX environment
Smart CX leaders know that great customer experiences rely on strong data management. The Globaldata survey shows that poor, fragmented, and outdated data are major barriers to AI success. Over two-thirds of CX leaders see siloed data as the biggest obstacle, limiting visibility and seamless omnichannel journeys.
To overcome this, organizations should break down data silos, unify data sources, and adopt an outside-in approach—analyzing processes, integrating teams, and mapping the customer journey.
Prioritizing data privacy and security builds trust and ensures compliance. Reimagining your data strategy unlocks AI’s transformative potential and helps deliver exceptional, future-ready CX.
Towards the agentic enterprise with human interaction at right time
Client testimonial: Orange France customer service
Realizing the value of GenAI in Employee experience.
Based on the successful rollout of its in-house GenAI platform to 90,000 employees, Orange Business’s status as a ‘best-in-class’ provider of GenAI services derives from hard-won wisdom. We have learned that value generation derives from adoption and that, in turn, adoption relies on trust; and we have developed a three-tier blueprint to help our customers realize real returns from their GenAI investments. This online experience explains how to generate higher engagement, faster adoption, and greater business value by embedding the principles of ‘trust by design’ at the heart of your GenAI services.
The importance of orchestration in CX
To create a memorable experience, the conductor must understand every musician’s role – and ensure they play from the same score.
A great concert hall experience is like a seamless customer journey—appearing effortless but built on years of practice and coordination.
Just as a conductor guides musicians to evoke emotions, CX professionals must craft the emotional path their customers travel.
This online experience explores the key elements of orchestrating frictionless, customer-centric service.
It offers benchmarks for best practices, helping you assess and elevate your service, and shows how to integrate technology and services for seamless delivery.