CX Network report: 43% of customers are concerned about AI ethics

A recent report from CX Network, "The Global State of CX 2024," highlights that 43% of customers are increasingly concerned about the ethical use of AI. The study, based on responses from 282 customer experience (CX) professionals, reveals that while 29% have observed positive impacts on customer loyalty due to generative AI, there is a significant focus on data privacy and security. In fact, 55% of CX professionals note that customers now demand tighter security measures and greater transparency in AI implementations.

Automation is identified as the top investment priority for CX in 2024, cited by 42% of professionals, followed by data insights and analytics (38%) and conversational AI chatbots and virtual assistants (28%). However, demonstrating ROI remains a challenge, with 42% of CX professionals struggling to justify their investments in AI technologies.

Industry experts emphasize the importance of transparency and customer involvement in developing AI solutions to build trust. Additionally, collaborating with regulatory bodies and other stakeholders is crucial for the ethical development and use of AI technologies in CX.

Source: MarketingTech