1、RESEARCHREPORTBrought to you in association withINSIDEReal world financial and CX gains that can be expected from an AI deployment Key performance indicators you need to track for ROI mapping and projectionsHow AI investment can deliver market-leading customer experiences DISCLAIMER:The information

2、in this piece does not constitute as legal advice and so should not be regarded as such.MEASURING THE RETURNS ON AI-POWERED CX Understand how to combine the two biggest trends in CX to deliver even better value for your customers and organization2Foreword When CX Network researched the Global State

3、of CX in 2024,as many as 66 percent of our networkmembers said the pressure they are under to prove a return on their investments(ROI)is increasing.Budget constraints and a new generation of AI-powered tools are only adding to this pressure,meaning CX practitioners must now collaborate across the en

4、terprise to establish the aims,impact and outcomes of their investments.Measuring the returns on AI-powered CX explains how to project,track and unlock ROI for artificial intelligence(AI)deployments in CX,and prove the value of AI-powered CX to executive teams.The report charts the methods and metri

5、cs CX practitioners use to measure the ROI of AI-powered CX tools and technologies,and the real world financial and CX gains that can be expected from an AI deployment.With a focus on the EU market,this report features insights from CX Panda,CXPA Finland,Cantonal Hospital of Winterthur,Evri and Spri

6、nklr.It explains how to set goals before an AI investment and the various key performance indicators(KPIs)that need to be tracked.ContentsForeword page 2The importance of proving a return on CXpage 3How to identify and combine data pointspage 6Using AI to become a CX leader page 9Conclusionpage 11Ab