Customer experience struggles with AI implementation 2024

Published by Daniela Coppola, Sep 3, 2024

A survey conducted worldwide in 2024 points out the greatest challenges for companies when adopting the use of artificial intelligence (AI) in customer experience. Over 40 percent see the need of specialized knowledge and lack of expertise as barriers when implementing this tool; while some organizations show resistance to adopting this technology and changing their processes, at around 23 percent. 

Main challenges encountered in implementing AI for customer experience uses in 2024

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Release date

April 2024

Region

Worldwide

Survey time period

2024

Number of respondents

10,000 decision makers

Supplementary notes

Geographic distribution of respondents: North America (28.3 percent), Europe (60.8 percent), Others (10.9 percent)

Industry breakdown: physical products (9 percent), consulting (24.2 percent), SAAS/software (29.5 percent), Others (37.3 percent)

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Overview

7

Benefits and challenges

6

Adoption by segment

6

Special focus: Customer service

5

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Topics

Artificial intelligence in e-commerceArtificial intelligence (AI) worldwideArtificial intelligence (AI) use in marketing Artificial intelligence use in media and entertainmentArtificial intelligence (AI) use in marketing in the UK
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