毕马威：2024-2025年全球客户体验卓越报告：超越喧嚣借力AI打造卓越客户体验（英文版）

AI has been around for more than 60 years, but its rapid adoption across sectors from retail to healthcare, and finance to manufacturing, is 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 the leading organizations included in our latest Glob