Gartner®: How to Get Started With Adaptive Experience for CX

How to get started with adaptive experience for CX

This report details how marketing leaders can move beyond static measures and traditional data strategies to implement dynamic, AI-driven customer experiences that truly understand and adapt to customer needs in real time.

Gartner®: How to Get Started With Adaptive Experience for CX

How to get started with adaptive experience for CX
Key findings

Adaptive experiences are designed to be:

  • Synthesized & Human-centric: Dynamically generated through natural language and embedded information.
  • Appropriate: Contextual and tailored, offering relevant insights and actions.
  • Proactive: Responsive to user intent, dynamically executing tasks.

Source: Gartner

Figure_1_CX_Lens_The_Five_Progressive_Stages_of_Adaptive_Experience.png

Designing adaptive experiences that simultaneously serve human customers and AI agents requires a different approach than traditional UX design, because they must be aligned to both audiences.

How to Get Started With Adaptive Experience for CX, Gartner, 29 April 2025

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