AI in CX: The Practicalities of Implementation

The AI revolution is here

Many companies aren’t fully equipped for this transformation. The challenges are significant—ranging from technology and regulations to data management and workforce readiness. As AI rapidly evolves, businesses must develop strong digital infrastructures and conduct thorough risk assessments to protect their brand.

So, how are brands starting their AI journey? Where are they investing, and what impact are they seeing? How prepared are their teams, and what are their biggest concerns about AI integration?

This report addresses these questions. Based on insights from over 100 customer management executives in the CCW Europe community, it offers a comprehensive snapshot of this rapidly changing landscape.

Key findings include:

• A massive 73% of respondents report that investing in CX-focused AI technology is high on the agenda of their C-suite, with more than one-fifth (21%) saying it is “very high”.
• 30% plan to deploy a new AI tool within the next six months; 24% plan to do so within 12 months; and 28% plan to do so within two years.
• 9% report they are all in on “transformative AI” – the type of AI that solves problems and anticipates customer needs before they are even articulated.
• Implementation and management costs, a lack of internal skills, and data security risks are among the top AI-related concerns for CX leaders.

To get more insights and explore some actionable AI takeaways that can empower you to lead your team confidently into the AI-powered future, download the report in full.

Get the report