Observed Signal · Jul 10, 2023 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Generative AI: Marketers Optimistic Yet Cautious in CX Impact
A Sitecore survey of over 400 US marketing professionals, conducted by March 2023, reveals high adoption and optimism around generative AI (like ChatGPT) for improving digital customer experience. 80% of respondents are experimenting with generative AI in some form, and 74% are considering or investing in AI tech. However, 72% believe it's too early for full investment, citing concerns like implementation cost (45%), legal and data privacy risks (41%), and constant modernization pressure (26%). Marketers are positive about job impact: 82% expect AI to create new jobs, and 97% think it will fill skills gaps. AI outranks the metaverse as an investment priority (79% vs. 36%), with 38% cutting metaverse budgets. Overall, 78% believe generative AI will bring them closer to their desired customer experience via personalized content, better customer understanding, and relevant content streams.
Provides insights into generative AI adoption and sentiment among marketers, relevant for MarTech and CX planning but not a major platform change.
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Key Takeaways & Evidence Grounding
- 80% of marketers are experimenting with generative AI for digital customer experience.
- 72% of organizations believe it is too early to invest fully in generative AI tech.
- 82% of marketers believe AI will lead to more or new jobs.
- 97% believe AI will help fill skills gaps within teams.
- 79% rank AI as an investment priority vs. 36% for the metaverse.
Connected Companies & Entities
3 Entities mapped“a fascinating survey conducted by Sitecore that looks at how AI will impact the world of digital marketing and customer experience....”
“The introduction of ChatGPT has shone a spotlight on the potential impact of generative AI on practically everything we do....”
“Some teams will have already been paying for AI products like Jasper or DALL-E 2....”
Ontology Mapping & Concepts
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