Will a lack of artificial intelligence lead to customer loss?

Two-thirds (66%) of senior IT decision-makers believe failure to adopt artificial intelligence (AI) will lead to a loss of competitiveness, research by global reviews and customer insights company Feefo has found. According to the report, 96% also felt that AI will have a positive effect on customer-engagement in their organisation, while 45% believed that personalisation is where the biggest gains will be made in improving customer experience. See also: AI: the next level of smart customer service? The findings were revealed in a survey of 100 senior IT decision-makers in the UK, covering their attitudes towards AI and its adoption in their respective organisations. As a result of these beliefs, 61% of respondents said they are using, or will use AI for customer-service analysis and intervention.