The CX Leaders Playbook
The complexity and opportunity of AI-driven CX
Oxford Economics, in collaboration with SAP, surveyed 300 senior decision-makers and strategists to better understand how leading organizations are transforming customer experience (CX) in an AI-driven business landscape.
The results offer a comprehensive, comparative snapshot of where organizations are on their CX transformation journey. Data was segmented and analyzed to highlight best practices and distill lessons for organizations seeking to accelerate their own AI-powered CX initiatives. Our research also uncovered a leading group of CX executives who are focused on preparing their organization for AI excellence in their underlying technology systems and across the workforce.
This report invites readers to explore how the CX landscape is evolving in an AI-driven world and the strategies leading organizations are using to stay ahead.
The experts behind the research
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Matthew ReynoldsSenior Research Manager, Thought Leadership
Matt manages a broad spectrum of technology-centric Thought Leadership programs, from cloud and software innovation to how organizations can participate in the metaverse. He has led successful programs for dozens of large organizations during his tenure at Oxford Economics, including SAP, PwC, NTT Data, Accenture, IBM, and EY. Matt’s experience gives him deep knowledge of the ins and outs of successful end-to-end program management, and he is an integral part of the Thought Leadership team.
With the organization since 2015, Matt holds a Bachelor’s Degree in English from The College of New Jersey. He is scheduled to graduate with an MBA in IT and Analytics at the Rutgers School of Business in May, 2023.
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Aidan O’FarrellResearch Manager, Thought Leadership
Aidan joined the Oxford Economics team in 2023 to support the Thought Leadership technology practice on research programs and project operations. Coming from a product management background, Aidan previously shepherded his growth ops team at a pre-seed tech startup through Series A funding. His prior experience includes extensive work on survey writing, design, coding, and data analysis, and he holds an Honors Bachelor of Arts degree in the History of Science & Technology from Brown University.
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Revan AponsoResearch Associate, Thought Leadership
Revan's research experience covers a variety of areas from venture capital and affordable lending to supply chain logistics and advanced manufacturing. Revan holds a Bachelor of Arts in Economics from New York University, where he also served as a staff writer for the university's Economics Review.
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