More than a Feeling: GenAI and Sentiment Analytics in CX

The advent of the GenAI era will have a profound impact on both the Customer Experience (CX) domain as a whole and the hyper-personalisation of experiences in particular. The latter has placed Sentiment Analytics (SA), which seeks to enable businesses to track and react to the emotional state of customers at each stage of their journey, high on the list of CX GenAI investment priorities.

This report is focused on the GenAI-led advances in Sentiment Analytics and assesses if and how they are redefining the art of the possible in the CX area. The analysis contains details of some of the more innovative, real world CX use cases for GenAI-driven Sentiment Analytics and identifies a number of the disruptive tech companies which are leading the charge in this rapidly evolving field.

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