49% of CX leaders see AI as crucial in their operations

MASSACHUSETTS, UNITED STATES — Around 49% of global customer experience (CX) and contact center leaders view artificial intelligence (AI) as crucial for efficiency, said ​​customer conversation analytics firm CallMiner. 

Around 33% also think that AI adoption will define their future CX approaches.

In its latest CX Landscape Report, CallMiner revealed that companies utilize customer data to enhance overall performance and adjust in the post-pandemic landscape.

CallMiner CEO Paul Bernard noted the shift in CX strategies due to economic shifts and rapid tech adoption. 

“CallMiner’s annual CX Landscape Report captures how contact center and CX leaders are navigating this shift, the challenges they face in collecting data and meeting customer expectations, and what more they can be doing to drive value across their organizations,” he added.

Interestingly, 45% of CX chiefs advocate achieving more with fewer resources. Although data collection has improved, 45% still rely on manual analysis. 

Bernard warned that traditional approaches might hinder organizations from spotting trends and meeting dynamic customer demands.

While AI’s appeal is evident, 44% are unsure which AI solution fits their CX needs. The study also spotlighted AI-related concerns, including security risks (45%), potential misinformation (43%), and bias issues (41%).

Internal data misalignment and communication barriers between departments also emerged as challenges. 

Bernard emphasized the ongoing transformation in the industry, expressing hope that the findings would guide companies toward enhanced customer service and business expansion.