Organisations Feel

• A survey of 200 senior leaders across Western and Central Europe reveals that while nearly all organizations feel pressure to scale AI for customer experience (CX), only 38% have a clear governance approach. • The research, conducted by CallMiner, highlights a widening gap between rapid AI adoption and the necessary frameworks to manage compliance and customer trust. • This disparity exposes significant operational risks, particularly regarding multilingual CX and the ability to maintain regulatory standards across diverse European markets.

• 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.