Survey Reveals 55% of CXM Leaders Plan to Invest $1 Million or more in GenAI in Next 12-18 Months
23 Januar 2024 - 12:45PM
Business Wire
Customer Experience Management (CXM) leaders
cite personalization, cost reduction and increased efficiencies as
reasons for consideration
More than half (55%) of Customer Experience Management (CXM)
leaders plan to invest US $1 million or more in generative AI
(GenAI) in the next 12-18 months, with 16% of leaders expecting to
spend more than $10 million. Everest Group, supported by TELUS
International (NYSE and TSX: TIXT), surveyed 200 CXM leaders from
around the world to determine their enterprise readiness for GenAI
adoption.
“The opportunities that GenAI presents for augmenting and
enhancing customer experience is undeniable as this diverse group
of leaders, across various industries and geographies, have
highlighted its potential to streamline processes, reduce costs and
improve the overall customer experience,” said Steve Nemzer, Senior
Director of AI, Innovation & Growth at TELUS International AI
Data Solutions. “As leaders progress their GenAI journey in this
new year, it is imperative they are detailed and thoughtful about
how they inform and incorporate these tools within their
organizations. Collaborating with an external partner can help
leaders ensure GenAI is applied responsibly, with best practices
and evolving regulations in mind, to ensure successful
implementation of the technology.”
The majority of respondents ranked personalization and
customization of customer interactions as the primary reason for
considering GenAI solutions in their CXM operations. This was
followed by reducing costs, increasing efficiencies and improving
automation in CXM processes, and gaining insights and actionable
intelligence from customer data. When it comes to GenAI
opportunities, leaders believe text generation has the highest
potential for CXM application (53%) followed by code generation
(33%), audio generation (29%) and image generation (24%).
Enterprise Readiness for GenAI Adoption in 2024
Additional findings from the report include:
- Companies are only scratching the surface of GenAI
innovation: No more than 7% of surveyed CXM leaders consider
any of their GenAI solutions to be at a steady-state in their
organization. The most progress has been made in the areas of text
generation, with 46% either at the piloting or deploying stage and
21% at the scaling-up stage. Nearly half (47%) indicated they plan
to pilot/deploy GenAI solutions within their customer support
operations for non-voice channels in the next 6-12 months.
- CXM leaders are proactive in addressing GenAI’s risks:
When it comes to their organization’s ability to adopt and
implement GenAI solutions, the surveyed CXM leaders share the
highest concerns over public solutions exposing them to risks
(22%), data security and privacy (20%) and meeting regulatory
compliance (16%).
- Outsourcing partnerships are essential for integrating GenAI
solutions: 76% of surveyed CXM leaders are planning to use an
outsourcing partnership in some capacity to help implement a GenAI
solution in their CX operations. The primary reason indicated for
this collaborative approach is limited resources and internal
expertise. Additional key factors included cost considerations and
budget constraints, and time-to-market requirements.
TELUS International is a leading provider of end-to-end AI data
solutions including the creation of training and test datasets,
content generation, dataset engineering and linguistic annotation.
The company tests and improves machine learning models through its
AI Community of over one million annotators and linguists that
handle all data types across 500+ languages and dialects. TELUS
International also provides GenAI software engineering services
with a special expertise in application development including the
consultancy, design, build, deployment and maintenance phases.
TELUS International recently launched Fuel iX, the company’s
enhanced solution backed by the power of generative AI to deliver
end-to-end CX innovation and AI-fueled intelligent experiences (iX)
and Experts Engine, a fully-managed, tech-enabled experts-on-demand
sourcing solution for generative AI model builders.
About TELUS International TELUS International (NYSE
& TSX: TIXT) designs, builds and delivers next-generation
digital solutions to enhance the customer experience (CX) for
global and disruptive brands. The company’s services support the
full lifecycle of its clients’ digital transformation journeys,
enabling them to more quickly embrace next-generation digital
technologies to deliver better business outcomes. TELUS
International’s integrated solutions span digital strategy,
innovation, consulting and design, IT lifecycle including managed
solutions, intelligent automation and end-to-end AI data solutions
including computer vision capabilities, as well as omnichannel CX
and trust and safety solutions including content moderation.
Fueling all stages of company growth, TELUS International partners
with brands across strategic industry verticals, including tech and
games, communications and media, ecommerce and fintech, banking,
financial services and insurance, healthcare, and others.
TELUS International’s unique caring culture promotes diversity
and inclusivity through its policies, team member resource groups
and workshops, and equal employment opportunity hiring practices
across the regions where it operates. Since 2007, the company has
positively impacted the lives of more than 1.2 million citizens
around the world, building stronger communities and helping those
in need through large-scale volunteer events and charitable giving.
Five TELUS International Community Boards have provided $5.4
million in funding to grassroots charitable organizations since
2011. Learn more at: telusinternational.com.
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TELUS International Investor Relations Jason Mayr (604)
695-3455 ir@telusinternational.com
TELUS International Media Relations Ali Wilson (604)
328-7093 media.relations@telusinternational.com
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