IT industry researchers believe the biggest impact of gen AI this year will be in customer experience (CX), with organizations using vast amounts of data to communicate with consumers and resolve problems faster. Technology specialist Salesforce reports that more than two-thirds of service professionals believe gen AI will help them serve their customers better, while Forrester expects it to give CX teams a huge boost through 2024%20leaders%20are,and%20Principal%20Analyst%20Judy%20Weader.). The tech researcher says companies will increase their use of AI-enabled tools to augment customer servi…