AI’s Rapid Rise in Customer Experience

Content Guru, Europe’s leading customer experience (CX) technology provider, has released new research underscoring AI’s growing role in the CX sector. The findings, based on a survey conducted at the Call & Contact Centre Expo London 2024, show that an overwhelming 98% of respondents are either currently using or planning to integrate AI into their operations.

The research reveals that 70% of CX leaders are already employing AI in their roles, while another 28% are preparing to adopt the technology in the near future. Only 2% of respondents indicated no plans to use AI, despite initial concerns about AI adoption within the industry.

With just over two years passing since the launch of ChatGPT, the study also highlights a shift in attitude towards AI. A significant 67% of respondents now consider AI to be either “Fairly Important” or “Very Important” in their roles, signaling its rapid integration into the CX landscape.

The research further demonstrates a rising awareness of AI among CX professionals, with 66% of respondents describing themselves as “Informed” or “Very Informed” about AI technologies. Only 2% reported feeling “Uninformed” or “Very Uninformed,” indicating a high level of knowledge about the technologies reshaping the industry.

Martin Taylor, Co-Founder and Deputy CEO of Content Guru, commented: “AI is no longer a speculative tool – it’s an essential element of modern CX strategy. Today’s CX leaders are harnessing AI to deliver hyper-personalized experiences and drive significant productivity gains. Contrary to predictions of reluctance, this research shows a sector that is actively shaping its future with AI, confidently integrating it into operations. In just two years, nearly all CX leaders have adopted or plan to adopt AI, reflecting both rapid technological progress and a deep commitment to informed, forward-thinking leadership.”

As AI continues to transform the CX landscape, these findings underscore the technology’s strategic importance and its widespread integration into customer experience management.