Artificial intelligence has rapidly moved from future aspiration to boardroom agenda. Across customer communications management (CCM), organisations are under increasing pressure to understand not only where AI can deliver value, but also how much they should be investing to remain competitive.
The challenge is that AI is currently caught between two competing forces. On one hand, relentless media attention and vendor messaging have fuelled expectations that AI will transform customer engagement almost overnight. On the other, many organisations are still working through practical questions around governance, regulation, business cases and implementation.
Results from our latest survey of CCM professionals – captured in the report ‘Between Vision and Constraint’ - suggest that while organisations are enthusiastic about AI's potential, their investment priorities and intended use cases reveal a more measured and pragmatic picture than the headlines often suggest.