Key Points

The advent of powerful AI models like OpenAI’s ChatGPT has sparked a surge in interest and investments in Generative AI (Gen AI) for business transformation. Notably, Gen AI’s transformative impact extends to Customer Experience Management (CXM). Gen AI’s ability to generate diverse content and analyze data holds promise for revolutionizing operations and delivering personalized customer experiences.

Challenges in Adopting Generative AI for CXM

While Gen AI presents transformative potential for CXM, companies must overcome challenges to harness its benefits fully. These challenges include establishing a robust technology infrastructure, sourcing sufficient training data, and addressing data privacy and security concerns. Additionally, obstacles like cultural inertia, talent shortages and regulatory ambiguity may hinder the adoption of Gen AI in CXM operations, requiring careful consideration for successful implementation.

Survey Methodology and Scope

To gauge enterprise readiness to implement Gen AI within CXM operations, Everest Group surveyed CXM, digital transformation, and innovation leaders from 200 companies across North America, the UK and Europe, and Asia Pacific. Everest Group gathered responses from global enterprises primarily in the Telecom & Media; Banking, Financial Services, and Insurance (BFSI); Healthcare; Retail and Technology, and Fast Growth Technology (FGT) / Hi-Tech industries.