1、Beyond the noise:Orchestrating AI-driven customer the Difference.Global Customer Experience Excellence 2024EnterHow KPMG can helpContents03Foreword04Report overview05Highlights from the 2024 CEE research39About the authors38Key takeaways for the customer experience18Implementing AI36Navigating to an

2、 AI-driven futureSurvey methodology404142Key insights by country and region2Beyond the noise:Orchestrating AI-driven customer excellence 2024 Copyright owned by one or more of the KPMG International entities.KPMG International entities provide no services to clients.All rights reserved.How KPMG can

3、helpReport overviewHighlights from the 2024 CEE researchImplementing AINavigating to an AI-driven futureKey takeawaysCountry/region insightsForewordTheres good reason for all the noise around artificial intelligence(AI).Its ready to revolutionize industries,enhance decision-making and redefine custo

4、mer experience(CX).Yet,AI demands a conscientious approach that considers its ethical implications in terms of fairness,privacy and transparency.This is challenging many organizations as they navigate the complexities of AI adoption with a balanced and responsible strategy.Now organizations are aski

5、ng:How can we move beyond the noise to actualize AIs transformative potential?Julio HernandezHead of Global Customer Centre of Excellence KPMG InternationalForewordAI has been around for more than 60 years,but its rapid adoption across sectors from retail to healthcare,and finance to manufacturing,i

6、s reshaping how organizations engage with their customers.To be successful,organizations need to strategically orchestrate their people,processes and technology,while also deeply understanding customer needs,considering ethical implications and committing to continual innovation.This year,many of th