The customer experience (CX) technology toolbox has evolved quite dramatically over the past decade. Marketers in particular have expanded the technology capabilities they use to manage customer journeys across all channels (e.g. web, email and social media). Specifically, findings from Aberdeen’s Customer Experience Trends 2018 (January 2018) study shows that firms are planning to increase their adoption of machine learning from 33% to 56%, and of artificial intelligence (AI) from 27% to 53%.
