[[{"@context":"http:\/\/schema.org","@type":"BlogPosting","about":["https:\/\/www.the-future-of-commerce.com\/2025\/08\/28\/genai-cx-how-to-implement\/#About",{"@type":"Thing","name":"Customer experience","@id":"https:\/\/en.wikipedia.org\/wiki\/Customer_experience"},{"@type":"Thing","name":"Artificial Intelligence","@id":"https:\/\/en.wikipedia.org\/wiki\/Artificial_intelligence#Thing"},{"@type":"Thing","name":"Generative artificial intelligence (generative AI)","@id":"https:\/\/en.wikipedia.org\/wiki\/Generative_artificial_intelligence#Thing"}],"keywords":["Martech | Marketing Technology","Customer Experience | CX","Marketing","Digital Marketing","Generative AI","AI (Artificial Intelligence)"],"url":"https:\/\/www.the-future-of-commerce.com\/2025\/08\/28\/genai-cx-how-to-implement\/","name":"GenAI is reshaping CX, but only for organizations ready to reinvent themselves","headline":"GenAI is reshaping CX, but only for organizations ready to reinvent themselves","mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2025\/08\/28\/genai-cx-how-to-implement\/","description":"A look at the most impactful ways organizations can use generative AI to improve customer experience and how they can get started.","dateModified":"2025-10-20","datePublished":"2025-08-28","wordCount":1024,"author":{"@type":"Person","image":{"@type":"ImageObject","url":"https:\/\/secure.gravatar.com\/avatar\/dea36145aa2ff35703ce2b9ec32aaf1dfea3f681eeea97767f32261273edb700?s=96&d=mm&r=g","height":96,"width":96,"@id":"https:\/\/secure.gravatar.com\/avatar\/dea36145aa2ff35703ce2b9ec32aaf1dfea3f681eeea97767f32261273edb700?s=96&d=mm&r=g"},"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/ben-rothman\/","name":"Ben Rothman","identifier":896,"@id":"https:\/\/www.the-future-of-commerce.com\/contributor\/ben-rothman\/#Person"},"image":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2024\/04\/CAIO-Chief-AI-officer_FTR-2.jpg","height":375,"width":1200,"@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2024\/04\/CAIO-Chief-AI-officer_FTR-2.jpg"},"publisher":{"@type":"Organization","logo":{"@type":"ImageObject","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg","height":"96","width":"293","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-foc-2x.svg"},"address":{"@type":"PostalAddress","name":"The Future of Commerce","addressCountry":"https:\/\/www.the-future-of-commerce.com\/#Country","addressLocality":"Newtown Square","addressRegion":"PA","postalCode":"19073","streetAddress":"3999 West Chester Pike","@id":"https:\/\/www.the-future-of-commerce.com\/#PostalAddress"},"url":"https:\/\/www.the-future-of-commerce.com\/","alternateName":"The Future of Commerce and Customer Engagement","additionalType":"news media","name":"The Future of Commerce","description":"News, information, and analysis on the future of commerce, including e-commerce, customer engagement, B2B, B2C, DTC, supply chain, sustainability, and purpose.","sameAs":["https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.the-future-of-commerce.com\/feed\/"],"contactPoint":"https:\/\/www.the-future-of-commerce.com\/#ContactPoint","legalName":"The Future of Commerce","parentOrganization":"https:\/\/www.sap.com\/index.html#Organization","numberOfEmployees":"https:\/\/www.the-future-of-commerce.com\/#QuantitativeValue","@id":"https:\/\/www.the-future-of-commerce.com\/"},"@id":"https:\/\/www.the-future-of-commerce.com\/2025\/08\/28\/genai-cx-how-to-implement\/#BlogPosting"},{"@context":"http:\/\/schema.org","@type":"Organization","name":"The Future of Commerce","logo":{"@type":"ImageObject","width":172,"height":60,"url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png","@id":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2023\/01\/logo-foc-schema-app-1.png"},"@id":"https:\/\/www.the-future-of-commerce.com\/2025\/08\/28\/genai-cx-how-to-implement\/#Organization1"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2025","item":"https:\/\/www.the-future-of-commerce.com\/2025\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"08","item":"https:\/\/www.the-future-of-commerce.com\/2025\/\/08\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"28","item":"https:\/\/www.the-future-of-commerce.com\/2025\/\/08\/\/28\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"GenAI is reshaping CX, but only for organizations ready to reinvent themselves","item":"https:\/\/www.the-future-of-commerce.com\/2025\/08\/28\/genai-cx-how-to-implement\/#breadcrumbitem"}]}]