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Hidden in Plain Sight: 20 Global CX Blindspots Uncovered

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CX to the Power of AI: Exploring Real Applications

Stellar Elements Generative AI Series (Article 4 of 5)

GenAI has stirred up quite a storm. In less than a year after ChatGPT made its public debut, 

 of organizations are now using GenAI regularly in at least one function. The pressure to make use of GenAI across the customer experience (CX) has never been more intense.  

, we offered practical advice on how CX leaders can get started with GenAI, explored where GenAI can be used to optimize your customer’s journey, and discussed the backbone of successful AI-enabled customer orchestration. 

compelling use cases that every CX leader should consider as they plan their CX innovation pipeline. 

We’ll dive into how you can use GenAI to: 

Today’s customers demand personalized attention and instant gratification. Beyond omnichannel, they expect brands to meet them where they are and where they want to be—in essence, 

customers expect a channel-less experience

. GenAI empowers businesses to analyze vast troves of customer data in real time, enabling for precision targeting and dynamic, real-time interactions.

From personalized product recommendations to bots that anticipate and respond to customers’ needs, one thing is clear: Generative AI has a huge impact on how we build connected and ownable customer experiences. Companies not leveraging GenAI to optimize the customer journey are missing out on serious loyalty-building and revenue-generating opportunities.

Let's see how industry leaders are incorporating GenAI into their businesses today.

Creating a Connected Quick Service Restaurant (QSR) Experience 

When it comes to QSRs, trust is a big deal. In short, accuracy begets trust, and trust unlocks everything else. Every restaurant earns it differently. For some, it’s the value of their food. For others, it's the quality of their customer service. 

No collaboration embodies this better than our partnership with a leading American QSR operating in 3,000+ stores nationwide. It’s a partnership that helped unify their brand experience and built a relationship founded on trust—while also strengthening their relationship with their customers.

The New Era of CX is Channel-less

Moving from a multichannel to an omnichannel customer experience (CX) strategy marked a significant milestone for CX teams and customers, transforming choppy interactions into consistent ones—regardless of channel. Now, however, omnichannel isn’t enough.

Customer expectations keep growing. And businesses continue to face a persistent issue: the widening gap between experiences customers want versus what companies deliver—

. Despite heavy investments in tech, process, and data, the gap remains—and it’s a big problem for growth and profits. Simply meeting expectations is no longer enough.

Hidden In Plain Sight: 20 Global CX Blindspots Uncovered

Harness GenAI with Unified Customer Data for CX & EX Orchestration

Stellar Elements Generative AI Series (Article 3 of 5)

We recently overheard author and evangelist 

 explain AI this way: “AI is just data times math.” But the truth is, it isn’t “just data.” Gathering meaningful customer journey insights is about more than just how much data you have. It starts with having the right data that is comprehensive, well-organized, reliable, and easily accessible. We refer to it as a unified customer intelligence repository, and it can transform your CX from a lackluster, one-size-fits-all experience to a customized, in-the-moment interaction.

Drivers for CX Success: GenAI and Customer Journey Orchestrations

Stellar Elements Generative AI Series (Article 2 of 5)

We’ve been exploring GenAI opportunities with experts and clients across the globe, running experiments, and building new applications across the CX spectrum. We’re tapping into those conversations to bring you real talk about where your organization can make the most of generative AI.

Drivers for CX Success: GenAI & Customer Journey Analytics

Don’t React Hastily to GenAI: Considering the Customer and Employee Experience

Stellar Elements Generative AI Series (Article 1 of 5)

We’ve been exploring GenAI opportunities with  experts and clients across the globe, running experiments, and building new applications across the CX spectrum. We’re tapping into those conversations to bring you real talk about where your organization can make the most of GenAI.