According to a CX Network survey, 43% of consumers are concerned about the moral application of AI. Although generative AI has improved customer loyalty, according to 29% of CX professionals, 55% of experts agree that customers are increasingly concerned about data security and privacy.
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Customers are now demanding increased transparency and enhanced security when businesses use AI. The findings are highlighted in CX Network’s first study, “The Global State of CX 2024,” which discusses the most recent developments in CX and consumer behavior.
Survey results from 282 CX practitioners, service managers, experience designers, analysts and consultants were used to develop the report. Through feedback loops, organizations should allow customers to express their preferences and concerns while involving them in the development of AI solutions.
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This promotes trust and helps customers understand the technology. Organizations can establish themselves as pioneers in this space and ensure that AI technologies benefit all parties involved in the CX ecosystem by working collaboratively with industry associations, regulators and other stakeholders to influence the future of ethical use of AI.
Technology is frequently adopted by customer experience (CX) after marketing, when eye-catching technologies are needed. Customer experience, on the other hand, is responsible for maintaining and growing customer connections, which often favors traditional, less risky strategies. Even if consumers don’t yet appreciate new technologies, businesses should follow forward-thinking brands and take note of their efforts.
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