AI in CX Widely Deployed but Optimization Lags, Survey Finds
Event summary
- TELUS Digital and Ryan Strategic Advisory surveyed 815 enterprise CX leaders, finding 61% use AI-assisted human agents for technical support and customer retention.
- Only 32% of enterprises use AI-powered QA and coaching tools, leaving most without automated infrastructure to monitor AI performance.
- Enterprises plan significant AI investments but lag in operational capabilities like real-time agent assistance and intelligent knowledge management.
- 61% of surveyed organizations spend over $10 million annually on CX delivery, with 40% increasing their CX budget year-over-year.
- TELUS Digital offers a CX Strategic Assessment to help enterprises optimize AI investments through its SMART CX framework.
The big picture
The survey highlights a critical disconnect in enterprise AI adoption: while AI-assisted CX is widespread, the lack of automated performance monitoring tools threatens to undermine ROI. This trend reflects broader challenges in scaling AI investments across industries, where operational infrastructure often lags behind technological deployment. The findings underscore the need for strategic frameworks that align AI tools with business outcomes, a gap TELUS Digital aims to address with its CX transformation services.
What we're watching
- Performance Optimization
- How enterprises will bridge the gap between AI deployment and performance monitoring to drive measurable outcomes.
- Investment Priorities
- Whether enterprises will shift focus from customer-facing AI tools to operational capabilities that enhance performance.
- Strategic Alignment
- The pace at which companies adopt frameworks like TELUS Digital's SMART CX to coordinate fragmented AI investments.
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