target audience: TECH SUPPLIER Publication date: Mar 2024 - Document type: IDC Survey Spotlight - Doc Document number: # US51925424
What Are the Most Important Customer Experience Areas for AI/GenAI Investments by GenAI Adoption Stage in 1Q24?
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Abstract
This IDC Survey Spotlight depicts the strongest business motivators firms have chosen for investing in AI-powered applications/GenAI to improve the customer experience? The responses come from IDC's monthly ongoing global surveys and include responses from the survey fielded in January 2024. The survey responses are ranked by the total survey response. Also included are the responses from firms that are already investing in GenAI or performing initial testing. Commentary for the chart is included on the second slide with responses from a related survey question about C-suite focus areas for GenAI integration with existing applications or business processes. Business and technology buyer executives can use this IDC Survey Spotlight to benchmark GenAI business priorities within their own firms. Tech firm executives can also use the results in this IDC Survey Spotlight to benchmark executive selling practices, marketing positioning and outbound content, and external customer success program deliverables.