1. 2025 is a big year for AI and AI adoption across all industries: How?
By 2025, the global AI market is projected to reach $305.9 billion, with the U.S. market alone estimated at $106.5 billion. This growth reflects AI's expanding role across various sectors, enhancing efficiency and decision-making processes.
2. Not uncommon hurdles – how hard can it be for organizations to adopt change when it comes to AI?
Implementing AI presents challenges, including cultural resistance, organizational silos, and data accessibility issues. Only 1/3 of major change initiatives fully meet the goals set by the organization. (CEB Corporate Leadership Council)
3. Expected benefit of AI to overcome CX barriers.
AI drives hyper-personalization and predictive decision-making to enhance customer experience. However, CX Network’s research reveals that only 29% of CX professionals measure its ROI, reflecting challenges in quantifying AI's impact, such as indirect benefits and unclear metrics. In the 2024 Global State of CX report, 39% of generative AI users reported positive profit impacts, and 28% saw improvements in customer loyalty.
4. Value of balance between AI and human touch?
According to Forbes, even with wider acceptance and adoption of AI, most people believe that AI should not work alone and that the human touch still matters. For instance, 79% of people surveyed believe that humans will always have a role in customer service. This includes 70% of Gen Z respondents, a tech-native generation.
5. Potential AI risks for organizations?
AI introduces risks such as data poisoning, model corruption, and ethical concerns. Organizations must implement robust risk management strategies to mitigate these threats and ensure responsible AI deployment.
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