The study’s findings are based on 12,000 responses gathered through an online survey.
An Econsultancy report found that 36% of customer experience (CX) leaders and 33% of large companies are already using artificial intelligence. The main use of AI was reported be data analysis by 64% of organisations for 2020.
28% of CX leaders and 39% of large organisations with revenues over £150 million are planning on investing in AI or machine learning. 41% of respondents are using AI for optimisation and testing in 2020 (against 26%, 2019).
Challenges facing the adoption or investments in AI include lack of data or the technology or infrastructure to access it. An earlier Econsultancy report had found that only half of brands agree they’re “able to access the data they need across organisational silos to derive actionable insights”.
[3 minute read]