HFS Research Point of View
CX leaders find they are in the same GenAI boat—and it’s not moving nearly fast enough
More than 500 business leaders surveyed by HFS Research identify improved customer engagement and satisfaction as both a quick win and a top-rated benefit of GenAI.
Yet a roundtable of leading CX executives, hosted by HFS and Firstsource at London’s Dorchester Hotel, exposed the reality that many leaders in the function feel their ability to embrace generative customer experience remains a distant fantasy.
The common consensus was relief because while they all thought they were lagging in capitalizing on the benefits of Gen AI—at least the leaders had discovered they were all in the same boat.