# An IT Perspective: Top CX Trends and Tools

Customer experience is a priority for organizations and it drives real business value. Because IT leaders are responsible for enabling great CX but also managing the technology they have, they have a careful balancing act. AI has added more factors to consider, as well.

In this video interview, Mike Schwartz, OvationCXM's COO and long-time IT leader, answers the following questions:

- How does the current economy impact CX decisions?
- What is the use of AI in customer experience?
- How should customer experience AI be used to streamline internal CX workflows?
- What is the future of CXM and AI?
- How should companies weigh buy vs. build in CX technology?
- How should companies choose which CX management platform is best?
- What are the advantages of using a pre-built CXM software, like OvationCXM?
- How should CIOs weigh the total cost of ownership, plus risk and liability in CX technology?

## Related Videos

What are the trends in the payments industry and what does the future look like? This FAQ with co-founder Guiseppi Marzelli discusses today's hot topics.

What's ahead for AI-driven customer experience? Our head of product weighs in on the trends he sees and how he expects they will affect banking and other industries.

Listen to this rapid-fire Q&A on banking, CX and technology in the coming year with our CEO Chip Kahn.