Observed Signal · May 3, 2023 · Research Release · Source: CMSWire · Impact: 3/5 · Sentiment: Positive
Gartner Poll: Customer Experience Tops Generative AI Investment Focus
Gartner released a poll of 2,500 executives revealing that 38% consider customer experience/retention as the primary focus of generative AI investments, ahead of revenue growth (26%), cost optimization (17%), and business continuity (7%). The report highlights that generative AI has potential to augment humans or machines and autonomously execute business processes. It also notes that before ChatGPT, AI in CX was nascent, but the debut of ChatGPT advanced its adoption. Gartner's Frances Karamouzis says autonomous business can mitigate inflation and talent shortages, offering revenue growth opportunities. The article also references McKinsey's view that building end-user applications is the most significant opportunity in the generative AI value chain.
Indicates where enterprise AI investments are heading, relevant for MarTech and AdTech vendors targeting CX.
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Key Takeaways & Evidence Grounding
- Gartner poll of 2,500 executives found 38% prioritize customer experience/retention for generative AI.
- Revenue growth (26%), cost optimization (17%), and business continuity (7%) are secondary priorities.
- The poll was released on May 3, 2023.
- Gartner analyst Frances Karamouzis stated that autonomous business can mitigate inflation and talent shortages.
Connected Companies & Entities
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