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The past two years have proven transformative for artificial intelligence (AI), including generative AI.
In fact, 87% of global contact center and customer experience (CX) leaders across financial services, healthcare, retail, and technology industries believe implementing generative AI is key for their customer service and CX teams, and 91% agree that AI will help optimize CX strategies.
While there is still room for improvement, fewer organizations say they don't know which AI technology best meets their business needs (37% in 2024 vs. 44% in 2023).
While 62% of organizations have at least partially implemented AI technology, 63% said implementing the technology was more expensive than expected.
Organizations have made significant strides in employee training. Over half (51%) conduct regular group training (vs. 35% in 2023) and 35% are executing 1:1 coaching (vs. 18% in 2023.)
To develop the CX Landscape Report, CallMiner worked with Vanson Bourne to survey 700 senior decision makers from contact center and CX departments in the US, U.K. and Ireland, South Africa, France, and Germany. Respondents hailed from organizations that had a contact center with 100 or more employees across healthcare (public and private), financial services, technology, and retail sectors.
