Organisations Feel Pressure to Scale AI for Customer Experience - contact-centres.com
• A survey of 200 senior leaders across Western and Central Europe reveals that nearly all organizations feel significant pressure to scale AI to improve customer experience (CX). • Despite this push for adoption, only 38% of these organizations have established a clear approach to AI governance. • This gap between rapid implementation and oversight creates critical risks regarding regulatory compliance, customer trust, and the management of multilingual CX.
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