The State of AI in Customer Experience: Adoption, Challenges, and Opportunities

According to CCW Digital research, 99% of organizations are maintaining or increasing their investment in AI this year. With so much focus on AI, it is critical to understand the key challenges, successes and opportunities ahead as many organizations embark on the journey.

Although there is a huge push to begin the AI implementation process, 50% of leaders stated that their journey has been slower than expected. CCW Digital is thrilled to partner with Genesys to share insight on how organizations can avoid common pitfalls and lead the AI journey with confidence.

Beyond implementation, brands must also focus on enhancing adoption with an, at times, stubborn customer. Although AI certainly adds value to the customer experience, it can be difficult to change customers’ minds about self-service and chatbots if they have had poor experiences in the past.

This report will cover key insights on improving customer adoption and establishing a path forward with innovative, yet intuitive technology. In identifying key challenges and opportunities, organizations can leverage AI more effectively to improve interactions and streamline workflows. When focusing on adding value to the customer and agent journey, organizations can power adoption and improve satisfaction.

Pre-register for this report to learn more about:

• New research on common AI challenges and pitfalls
• Productive use cases for AI in 2025
• Strategies for implementing technology with intention