A recent study commissioned by Avaya and Forrester Consulting highlights AI’s growing influence on customer experience (CX). According to the findings, 52% of business leaders prioritise AI to boost customer support efficiency, while 42% see cost reduction and improved satisfaction as equally critical.
With AI-driven CX becoming essential, 45% of decision-makers plan to implement advanced orchestration tools to optimise customer journeys and leverage data more effectively within the next year.
“We believe the Forrester research validates what we’re consistently hearing from the market: organizations are rapidly embracing and preparing for a world where AI is central to both business strategy and daily operations,” said Pete Lavache, CMO at Avaya. “Companies know exceptional customer experiences drive revenue ─ the major hurdle is being able to actually orchestrate those experiences leveraging any, or every, AI tool they choose.”
Must-haves for CX success
AI’s ability to analyse vast customer data instantly revolutionises how businesses deliver personalised experiences. Companies can enhance loyalty, drive repeat business, and streamline operations by utilising AI at every interaction.
The pace of AI adoption depends on business goals. Organisations that embrace flexible, scalable AI platforms are best positioned to balance customer satisfaction and profitability.
Key challenges?
Despite its advantages, AI integration comes with hurdles. The top two concerns among decision-makers are high replacement costs (37%) and data security/privacy risks (35%). Given these financial and regulatory challenges, 76% of organisations favour a phased AI adoption approach to maintain service quality.
Other key priorities include ensuring business continuity (76%), aligning AI adoption with corporate strategies (72%), maintaining flexibility to integrate with multiple AI tools (71%), and ensuring compliance with data protection regulations like GDPR and HIPAA (59%).
Despite challenges such as high costs and data silos, businesses continue to invest in AI for its transformative potential in the contact centre. AI-powered solutions also streamline customer interactions and improve operational efficiency, making CX a key driver of revenue growth.
As organisations navigate AI implementation, those with adaptable, security-focused strategies will deliver superior customer experiences.