Report 24 Mar 2025

Generative AI for Adaptive Customer Journey Orchestration - InBrief Analysis - Worldwide

PAC considers generative AI (GenAI) as a transformative force in adaptive customer journey orchestration, fundamentally reshaping how organisations engage with their customers/clients/citizens across multiple touchpoints.

Contents:

Management Summary

The Value Proposition for Generative AI Adoption

Navigating the Challenges of Adoption

PAC’s Recommendations

Recommendations for IT providers
Recommendations for IT users

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Spencer Izard

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