ai

67% of CX pros admit they’re deploying AI without adequate governance
Genesys CEO emphasizes AI orchestration for CX success
75% of shoppers would trust AI if it gave them cashbacks or bonuses
48% of CX leaders plan to access AI via BPO partners
Amazon Connect VP on combining AI with human care in customer service
51% of customers first seek service via third-party platforms
The theorist behind ‘decoupling’ is ready to help strengthen the customer value chain
78% of retail execs say they’d be satisfied contacting their own service teams
62% of companies allocate 10% or less of their CX budget to AI
26% of contact center agents have considered quitting because of AI