AI in CX: High Adoption, Low Maturity
MarTech Series9h ago·1 min readStrategy & Trends
AI Summary
While nearly 70% of customer experience leaders are adopting AI, a new report reveals that only 2% have achieved a 'Center of Excellence' standard. The gap lies in effective AI training for administrators and robust feedback loops, rather than just deployment.
⚡ Marketer Insight
The widespread adoption of AI in CX is masking a critical maturity gap; marketers must focus on operationalizing AI with proper training and feedback loops to unlock its true business impact, not just its presence.
#ai adoption#customer experience#ai maturity#cx strategy
Original article
MarTech Series