40% of companies say AI will be critical to their operations within 2-3 years
Engage Customer, Sabio and Genesys have collaborated to release a fascinating report titled "CX in the Age of AI".
To create the report, they engaged about 30,000 individuals across the Engage Customer community, together with a podcast episode and roundtable discussion.
Some of the results are pretty illuminating.
For example:
- 39.29% believe AI will become critical to their operations within the next 2-3 years
- 24.24% of organisations report that over a fifth of their customer interactions are already AI-led or AI-enabled
Sabio's Joe O'Brien wrote an overview of the report and led with the following points:
69% not ready for AI implementation
I'm not surprised by this - most companies have a lot of work to do on their data structures and data quality, not to mention upskilling when it comes to anything to do with AI.
More than half have no or limited AI strategy
I'm sure each company's senior executives would probably try and point to some kind of strategy 'from last year' that mentioned data or AI! However, I can well believe this one – for many companies, 'using AI' often amounts to having implementing Microsoft Copilot or upgrading to the latest version of Salesforce.
Those who have implemented AI already report 78.26% increased customer satisfaction
Again, I'm not surprised by this one either.
Download the report free
If you'd like to download the report, you can find it right here. (It requires a name/email/company to download – but otherwise, it's available free.)
Really good work Engage Customer, Sabio and Genesys.
I will aim to post a few more insights from the report shortly.
