Medallia’s AI + CX infographic reveals that 60% of CX professionals say AI’s impact has exceeded expectations, and 86% believe it will transform what their organizations can achieve. Three in four companies already have a defined AI strategy, with fast-growing firms being the top investors. The most valued AI use case is improving data analysis quality, followed by cost reduction, speed, and internal data classification. Despite enthusiasm, concerns remain around accuracy, job loss, data protection, bias, ethics, and cost. The insights underscore AI’s critical role in future CX while highlighting the need for thoughtful implementation.

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