1、From Automation To Orchestration:The Future Of AI-Powered Customer ExperienceTransforming Customer Engagement With Hyperpersonalized ExperiencesA FORRESTER CONSULTING THOUGHT LEADERSHIP PAPER COMMISSIONED BY AVAYA,MARCH 2025ABOUT FORRESTER CONSULTINGForrester provides independent and objective resea

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4、re the property of their respective companies.E-61606Project Team:Tarun Avasthy,Senior Market Impact ConsultantContributing Research:Forresters Customer Experience(CX)research groupTable Of Contents3 Executive Summary4 Key Findings5 The Transformative Power Of AI Orchestration In CX8 The Current Use

5、 Case Of AI In CX Is Shaping The Future Of Customer Interactions12 AI Implementation Is More Than Plug And Play14 Breaking Down Data Silos To Unlock AIs Full Potential In CX16 Overcoming Key Organizational Challenges To Elevate CX In Contact Centers19 Redefining Customer Service With AI And Automati

6、on21 Key Considerations For AI Deployment In CX Operations23 The Role Of AI-Driven Voice Technologies In Enhancing Contact Center Operations25 Essential Attributes Of A Technology Partner For Contact Center AI Deployment27 Key Recommendations29 AppendixFROM AUTOMATION TO ORCHESTRATION:THE FUTURE OF