Two-Thirds of CX Professionals Already Harnessing AI, More to Join in 2025 Despite Predicted Hesitancy

Content Guru has released research findings that reveal the widespread adoption of AI and AI knowledge in the customer experience landscape.

Content Guru, Europe’s leading customer experience (CX) technology provider, has released research findings demonstrating AI's growing significance in CX. The research, carried out at the Call & Contact Centre Expo London 2024*, highlighted that 98% of respondents are planning to use, or are already leveraging AI’s capabilities in their current roles. The research found that over two-thirds of CX leaders surveyed (70%) are already using AI in their roles, with an additional 28% planning to adopt it in the near future. Only 2% of respondents stated that they do not plan to use AI at all, in spite of widespread predicted hesitancy around AI adoption in CX.

Just over two years after the launch of ChatGPT, the research also highlighted that over two-thirds of respondents (67%) now view AI as “Fairly Important” or “Very Important” in their current roles, further highlighting AI’s rapid acceptance in the CX industry.

AI technological awareness in CX has continued to rise, with two-thirds of respondents (66%) describing themselves as “Informed” or “Very Informed”. Notably, only 2% of the professionals surveyed reported being “Uninformed” or “Very Uninformed,” a clear indicator that CX leaders are already highly knowledgeable around the technologies that are transforming their sector.

Martin Taylor, Co-Founder and Deputy CEO at Content Guru commented: “AI is no longer just an interesting possibility – it’s a strategic necessity for today’s CX leaders, who are charged with delivering a hyper-personalized customer experience alongside unprecedented workforce productivity gains. Many analysts predicted widespread hesitancy for AI adoption in CX, painting a picture of an industry passively awaiting the impact of AI. Instead, this research spotlights a dynamic sector architecting its own transformation through AI tools and knowledge. In just two years since the release of ChatGPT, almost all CX leaders now use or are planning to use AI, and confidently identify themselves as informed.”

*Research was carried out at the Call & Contact Centre Expo in London on the 27th and 28th of November 2024. The data points represent insights from 60 CX industry professionals surveyed at the event by Content Guru.