Observed Signal · Oct 2, 2023 · Research · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
10 AI Customer Experience Statistics You Should Know About
This article presents ten statistics on AI in customer experience, sourced from Capgemini, CMSWire, Deloitte, HubSpot, McKinsey, Verint, Adobe, IDC, and NBER. Key findings include 96% of executives viewing generative AI as an accelerator, 60% of CX leaders expecting transformative impact, 63% of retailers using AI for customer service, 81% of contact center executives investing in agent-enabling AI, and 95% of marketers rating generative AI effective for email. Additional stats cover self-service channel usage, customer expectations for chatbots, worker sentiment, productivity gains, and global AI spending projected to exceed $301 billion by 2026.
Compilation of AI CX statistics from multiple research firms; provides market insights but no single industry-shifting event.
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Key Takeaways & Evidence Grounding
- 96% of executives see generative AI as an accelerator rather than a disruptor, per Capgemini.
- 60% of CX leaders expect AI to have a transformative or significant impact within 2-5 years, per CMSWire.
- 63% of retail organizations use AI to improve customer service, with 40% having dedicated teams and budgets, per Capgemini.
- 81% of contact center executives have invested in voice and text analytics, per Deloitte.
- Global spending on AI is projected to surpass $301 billion by 2026, per IDC.
Connected Companies & Entities
8 Entities mapped“According to Capgemini, 96% of executives see generative AI as an accelerator....”
“According to Deloitte, 81% of contact center executives have invested in voice and text analytics....”
“Marketers say generative AI is effective for email, with 54% claiming it's 'very effective', per HubSpot....”
“Verint reports that 80% of customers expect bots and AI to improve experiences....”
“According to Adobe, 92% of workers say AI tech has a positive impact....”
“According to IDC, global spending on AI will pass $301 billion by 2026....”
“McKinsey outlined one bank's efforts to improve self-service channels with AI....”
“US financial institution Morgan Stanley uses an internal generative AI-powered chatbot to help employees access company knowledge....”
Ontology Mapping & Concepts
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