AI in CX: The Practicalities of Implementation The Big Picture Question Title * 1. How high on your C-suites agenda is investing in CX-focused AI technology? Very high High Moderately high Neither high nor low Moderately low Low Very low Question Title * 2. Have you already invested in CX-focused AI technology? Yes No Question Title * 3. Within what time frame do you anticipate your business will make its next investment in CX-focused AI technology? 0 – 6 months 6 – 12 months 12 – 24 months 2 – 5 years 5+ years No plans to invest Question Title * 4. To date, what impact has CX-focused AI technology had on revenue generation at your organisation? Significant positive impact Moderate positive impact Minimal positive impact No impact Negative impact No investment has been made Question Title * 5. What level of CX-focused AI technology is your organisation concentrating on? Basic AI: for simple interactions or transactions Everyday AI: for simple customer journeys Advanced AI: for complex customer journeys Transformative AI: for complex customer journeys across entire workflows No focus on AI Next