AI-Powered CX Strategies for Industries with Google Cloud
Learn how 300 global enterprises are modernizing Customer Experience (CX) across BFSI, Healthcare and Software Hi-Tech.
CX Strategy that Goes Beyond Personalization
CX is so much more than a measure of how effectively businesses engage with customers. A bulk of investments in AI and cloud solutions are geared toward enhancing CX, which also elevate other organizational levers such as operations, customer success and business growth.
With the combined power of AI and cloud, enterprises also trigger a virtuous cycle leading to:
- Increased operational efficiency
- Improved customer satisfaction
- Increased ability to self-service and resolve
- Improved resolution rate
- Better customer retention and loyalty
AI & Cloud Lead the CX Charge
Most enterprises are well on their way to modernizing CX leveraging AI and cloud through close collaboration between IT and lines of business, signaling a strong alignment between strategic and technical priorities.
0%
Highly satisfied with the current AI solutions the market is delivering for CX
0%
Perceive their CX modernization effort highly successful
>0
Increase in Agentic AI and proactive assistance prioritization, much above chatbots
But Challenges Abound
With new opportunities come new challenges. AI is no longer powering just chatbots and cloud is no more just a data center. In our survey of global enterprises across BFSI, Healthcare and Software/Hi-Tech, we found the path to improved CX with AI and cloud is challenging.
1 in 5
Feel fully ready to scale AI across all customer touchpoints.
Two-third
Report extensive challenges with data and technology; compliance, security and integration being top hurdles.
50%
Believe partner lack the necessary industry expertise to tailor solutions to unique needs.
37%
Report moderate or limited success in their CX modernization efforts.
Industry Challenges
Partner to Win
Business decision makers (BDM) show a stronger reliance on partners across key areas like tool selection, onboarding, customization and compliance, often seeking support to navigate complexity and regulatory requirements.
In contrast, IT decision makers (ITDM) tend to prioritize partners with a track record of success in similar use cases, focusing more on technical credibility and execution.
BDMs
ITDMs
77% of BDMs consider cloud providers very important or critical for modernizing CX, compared to 74% among ITDMs
Reliance on Partners
| BDMs | ITDMs | |
| Regulation/compliance | 70% | 50% |
| Implementation | 70% | 64% |
| Customization | 70% | 58% |
| AI product or tool selection | 70% | 62% |
| Onboarding and training | 66% | 50% |
| Defining overall strategy | 60% | 50% |
Leaders across BFSI, Healthcare, and Hi-Tech industries prioritize AI expertise over IT expertise when looking to partner for CX modernization initiatives.
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Desired Partner Attributes
AI expertise
CX expertise
IT expertise
Industry expertise
Security & compliance knowledge
Across BFSI, clients are embracing Agentic architectures for solving front, middle and back-office problems. The key differentiation now hinges on trust and personalization while maintaining uncompromising governance standards. Data, availability, quality, compliance and integration are the most significant barriers to effective customer experience. AI leadership will belong to those who can achieve context engineering to drive better experience or outcomes for their customers.
Barath Narayanan
Executive Vice President, BFSI, Persistent Systems
Healthcare and Life Sciences
Desired Partner Attributes
AI expertise
Cost vs. value for investment
IT expertise
Proven success with similar use cases
Security & compliance knowledge
Empathy and security must evolve hand in hand as healthcare becomes increasingly digital. When cloud-native APIs, high-quality data and redesigned processed align, unified patient information transforms from an ambition into a practical foundation for accessible and compliant care experiences. Importantly, 75% of organizations now see partners as essential to CX modernization, underscoring that collaboration and trust remain the driving forces behind better outcomes as digital healthcare advances.
Ganesh Nathella
EVP & GM, Global Lead, HLS, Persistent Systems
Software/Hi-Tech
Desired Partner Attributes
AI expertise
CX expertise
IT expertise
Proven success with similar use cases
Security & compliance knowledge
At Hi-Tech, we’re seeing a shift from reactive service to anticipatory experiences, where agentic AI reduces friction before users even notice. Maturity now means aligning automation with CSAT and retention so speed doesn’t outrun clarity. Notably, 57% of Hi-Tech organizations rate their CX modernization as highly successful, with automation, CSAT and retention as key metrics—setting a new benchmark for proactive, measurable customer experience.
Rahul Shrivastava
Executive Vice President & General Manager – HiTech, Persistent Systems
Download the report to learn how partners such as Persistent and Google Cloud can help enterprises bridge the vision-to-value gap in CX modernization.
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