CX in the Age of AI

AI IN TODAY’S WORKPLACES

In partnership with Engage Customer and Genesys, we’ve embarked on a journey to unravel the presence of AI in today’s workplaces.

Almost overnight, Artificial Intelligence (AI) grabbed the attention of organisations and individuals around the globe. With “AI” quickly becoming somewhat of a buzzword, we decided to find out what organisations really think about its impact.

Engage Customer sent out a survey to over 30,000 of their community members asking how they view AI in 2024, how they are using (or planning to use) this new technology, what challenges they face with its adoption, and how they envision the future. The key findings from this research are detailed within this new report.

KEY FINDINGS

• 24.24% reported that more than 20% of their interactions are already AI-led or enabled
• 41.94% say that AI is a nice-to-have that will likely grow in importance over the years
• A whopping 96% agree or strongly agree that “balancing customer privacy with AI-driven personalisation will become increasingly challenging”
• Looking to the future, most organisations want AI to play an exploratory (39.19%) or supportive (39.19%) role in their overall business strategy

To read the full report and discover more of the survey results. Download the report.