CX Is Now a Strategic Investment With AI, Real-Time Analytics
AI-driven analytics is transforming customer experience (CX) from a cost center into a strategic investment. While consumers have concerns, industry leaders increasingly see AI as essential for optimizing CX and driving revenue. A recent study by Nextiva shows that CX has transitioned away from being thought of as a cost center. The unified customer experience management (UCXM) platform firm’s survey responses from more than 1,000 in-house CX leaders across the U.S., U.K., and Canada now consider AI analytics a business revenue driver and a leading indicator of business performance.
The survey results indicate that CX leaders and the businesses they manage face an increasingly competitive digital economy. The study revealed that 92% of companies embrace AI for CX, but only 9% lead with mature adoption. “Customer experience is recognized as a strategic investment on the C-suite agenda,” said Tomas Gorny, CEO and co-founder of Nextiva. “But to truly capitalize on CX as a revenue driver, businesses need to overcome tech debt, accelerate AI adoption, and focus on harmonizing AI and the human touch.” Gorny emphasizes simplifying operations, consolidating technologies, and enhancing personalization. Companies that embrace these trends will be rewarded with the loyalty of customers whose expectations continue to rise, he advised. According to Yaniv Masjedi, Nextiva’s chief marketing officer, AI-driven analytics transform CX by capturing real-time data, spotting patterns, and instantly predicting customer needs. Unlike older systems that analyze data only after the fact, AI helps users monitor live interactions — like call transcripts and sentiment — to trigger instant responses.
- “This means businesses can tailor experiences immediately for their customers and resolve issues as they occur. In short, these capabilities boost customer satisfaction and loyalty in ways traditional platforms never could,” he told CRM Buyer.
AI-Powered CRMs Address Revenue Challenges
In conducting the survey, market research firm Dimensional Research sought the most significant challenges and opportunities CX practitioners face. It found seven clear trends:
More Details
- CX’s reputation rises in the C-suite and shines as a revenue generator.
- Tech, culture, and ROI have shifted CX’s perception over the years.
- Tech debt stalls CX progress as teams struggle with tool overload.
- To truly impact customers and win in the field of CX, businesses need to embrace AI to help streamline operations and enhance customer interactions.
- Revenue generation was the top AI investment driver.
- AI-related CX challenges evolve with maturity: data issues drop, complexity rises.
Related Posts
Gartner Identifies 12 Disruptive Technologies for Future Business Systems
AI will become the new UI, spending will increase to counter disinformation, and increased use…
AI Integration Gives CRM Users a Real-Time Advantage
CRM and customer experience (CX) vendors are retooling their platforms to better integrate with existing…
November 9, 2025 at 3:41 am
Bradley4434
https://shorturl.fm/KRiX9
November 3, 2025 at 10:48 pm
Zoe4299
https://shorturl.fm/8Hz78
October 18, 2025 at 9:16 pm
Brenda1186
https://shorturl.fm/8KrqS
October 17, 2025 at 4:49 pm
Owen3504
https://shorturl.fm/Igcy2
October 14, 2025 at 6:37 am
Cara198
https://shorturl.fm/qg3LD
October 11, 2025 at 9:28 pm
Cara1878
https://shorturl.fm/VJCWB
October 9, 2025 at 4:09 pm
Dakota700
https://shorturl.fm/ntd7Q
October 7, 2025 at 7:07 pm
Sheila3905
https://shorturl.fm/NrPZG
October 5, 2025 at 11:29 pm
Harmony3662
https://shorturl.fm/kR2gB
October 4, 2025 at 6:24 pm
Eileen4243
https://shorturl.fm/uxTBK
October 3, 2025 at 5:43 pm
Reese4960
https://shorturl.fm/pqDFY
September 21, 2025 at 9:09 pm
Lauren2487
https://shorturl.fm/tuetG
September 17, 2025 at 6:06 pm
Janice4929
https://shorturl.fm/EFz9Y
September 16, 2025 at 7:13 pm
Corey4141
https://shorturl.fm/oQzMd
September 7, 2025 at 11:12 am
Roland825
https://shorturl.fm/Ud2H6
August 28, 2025 at 8:59 pm
Susan4106
https://shorturl.fm/vA6uA
August 25, 2025 at 3:26 pm
Lilly2839
https://shorturl.fm/gL8qO
August 24, 2025 at 6:22 pm
Eleanor799
https://shorturl.fm/lcQBj
August 22, 2025 at 5:16 pm
Roman4262
https://shorturl.fm/liIuN
August 21, 2025 at 1:31 pm
Phyllis3963
https://shorturl.fm/ZofGt
August 20, 2025 at 6:23 pm
Jeff2538
https://shorturl.fm/EjBSV