3 out of 4 European Businesses have invested in AI for CX

The findings also reveal European executives see investing in cloud and AI as becoming central to CX strategy. Providing personalised support as part of an excellent CX is more than ever the goal for all companies. With digital channels now critically important, technology is key to remaining forefront of delivering the best CX. The results come from the third edition of the research, which surveyed 1,035 business executives across five major European markets. The survey highlights the trends and evolution in the market, which will be published across three eBooks, analysing: How AI is changing European contact centres, the Natural Language Processing (NLP) challenges in the contact centre industry, and ways contact centres can improve CX using AI.