AI for CX has been hyped for over a decade, and the results have been underwhelming. This time, however, is different. The technology has arrived, and it’s time to get your CX team ready for what’s coming.

Even with the amazing advances being made to AI for CX, an implementation can go wrong without the proper planning and preparation. Without the right strategy, you’ll leave your customers frustrated and executives disappointed.

AI is transforming CX, but the technology and terms being used can be confusing. These are the 10 most important AI concepts and terms every CX leader should understand in the Next Generations of CX.