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Majority of Organisations Intend to Invest In AI, with 44% Unsure Which Technology Will Best Serve Needs, According to CallMiner.

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INTERNET BUSINESS NEWS-(C)1995-2023 M2 COMMUNICATIONS

Conversation intelligence company CallMiner's has released its annual CX Landscape Report, revealing nearly half of global customer experience and contact centre decision makers firmly believe that artificial intelligence technologies will help them achieve greater efficiency to optimise CX strategies when under financial strain, the company said.

One third of contact centre decision makers agree AI adoption will be critical to how their organisation approaches CX in the future.

The report was conducted in partnership with Vanson Bourne.

The 2023 CX Landscape Report explores how modern organisations are strategically gathering and using customer data to successfully address these challenges, enhance CX, and ultimately improve results enterprise-wide.

The report found many organisations are not doing enough with the insights that are being unlocked by customer data collection and analysis.

For example, only around a third of organisations surveyed offer regular group training and retraining for their employees, and less than a fifth carry out...

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