Two-Thirds of IT Chiefs Say Absence of Artificial Intelligence Will Lead to a Loss of Customers

BOSTON--(BUSINESS WIRE)--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. The findings were revealed in a survey of 100 senior IT decision-makers, covering their attitudes towards AI and its adoption in their respective organizations. Almost half (46%) said their organization is using or plans to use AI to provide personalized summaries of online reviews, with 100% in the accommodation and food sectors saying they will use AI in this way. "If you are serious about personalizing customer-engagement you've got to use AI," said Matt West, CMO, Feefo. "It's encouraging that this message is getting through, but we need to see a lot more businesses actually using AI to transform the way they personalize their interactions with customers."