Authentic Intelligence: The Gateway to Intelligent But Empathetic Customer Experiences

This IDC Perspective discusses authentic intelligence as the gateway to intelligent but empathetic customer experiences. The importance of intelligent authentic experiences grows amid the rapid adoption of AI and GenAI. IDC highlights the dual crisis of trust and authenticity AI introduces, underscoring the necessity for organizations to deliver genuine experiences. For companies, this means a focus on customer data governance, trusted intelligence, and accountability for responsible AI. MLOps and AI governance are crucial for sustaining authentic and intelligent experiences in the longer term. Ultimately, embedding authenticity into CX strategies is essential for brands to differentiate and nurture customer loyalty in the intelligence era."As AI's influence grows, so does the challenge of maintaining genuine human-centric connections with customers," said Sudhir Rajagopal, research director, Customer Experience Management Strategies, IDC. "Companies must recast traditional AI to authentic intelligence and use authenticity as the cornerstone of empathetic customer experiences, bridging the gap between AI as a technology and genuine human connection."