Today’s customer experience is evolving. The New CX is here, redefining engagement through AI-driven intelligence and human ingenuity. This year’s Customer Success Book brings that vision to life. Inside, you’ll find real-world success stories from businesses that have embraced The New CX —transforming contact centers, integrating AI, empowering agents, and delivering seamless, intelligent experiences that deliver more for customers.

By enhancing the human connection, artificial intelligence enables luxury brands to redefine exceptional service at scale and sharpen their relevance for new generations of clients. Slower sector growth, intensifying competition, and client dissatisfaction give brands compelling reasons to act now and seize opportunities to:             

• Meet rapidly changing client expectations. BCG’s global survey reveals that clients have high service expectations shaped by their positive experiences in other sectors. They also shop online more frequently and increasingly accept AI’s role in the luxury shopping experience.

Empowering teams, accelerating workflows and unlocking value across functions – that’s the power of generative AI in today’s retail landscape. But realizing its full potential requires a strategic approach — one that builds upon iterative implementation.

In this whitepaper, we delve into the latest predictions for the retail industry, revealing how generative AI is projected to increase productivity by 1.2-2%, translating into a staggering $400-$660 billion in value creation. But harnessing this potential requires more than just implementing the technology— it demands a strategic and iterative approach.

Imagine a smart assistant that decides things on its own. That’s agentic AI, and by 2025, it will transform the commerce industry. From e-commerce to retail, it will make shopping more personal and help businesses run smoother. Let’s dive into how this shift will unfold.

Why Agentic AI Matters?

Agentic AI can handle complex tasks without any intervention, using machine learning in e-commerce and NLP in customer support AI. Only 11.11% of retailers plan to skip investment AI in 2025, reflect its growing importance. Tools like Amazon’s dynamic pricing will play a crucial role in agentic AI’s retail transformation, optimizing supply chains. Online merchants must keep an eye on these agentic AI trends in 2025 to match the pace.

AI in call centers isn’t just the future — it’s now. Learn how it’s shaping customer interactions with predictive and conversational tech. AI call center technology is rapidly transforming how businesses handle customer service. In 2025, AI call center platforms are poised to dominate by providing real-time feedback, predictive analytics and in-depth analysis.

AI call center technology is AI call center technology is enhancing the customer experience while improving the daily workflow for agents. This article will explore how call center AI is changing the game when it comes to call center dynamics.

The importance of customer service cannot be overstated. It is one of the most powerful capabilities available to organizations to help them drive purchases, encourage loyalty, and shape brand perception by connecting directly with customer sentiment. Its success is measured in part by how well it fulfills consumer expectations – and those expectations are changing. How can organizations better meet the needs of customers, while also empowering dissatisfied customer service agents, and delivering top- and bottom-line benefits?

Klarna CEO confirms it, and even journalists are stepping aside to let AI run the ship. “I’ve had a gnawing feeling lately about AI. Although the prophecies that chatbots would take our jobs have so far been false, the underlying technology’s evolution is making me believe it may soon automate much of my work, and perhaps yours too.” What’s next?

AI expands beyond chat. Generative AI is now capable of taking calls, conducting research, and simulating personalities, pushing its utility far past simple chatbot interactions.

Genesys, a global cloud leader in AI-Powered Experience Orchestration, has released its latest research report, “The State of Customer Experience,” revealing critical insights into consumer expectations and the evolving priorities of customer experience (CX) leaders worldwide. Notably, nearly two-thirds (64%) of consumers surveyed believe AI will improve the quality and speed of customer experience over the next two to three years. The good news is that organizations are focusing on the integration of AI into their CX strategies to close the gaps between the experiences they’re delivering today, and the services consumers want.