In a recent report, IDC predicts that by 2027, 60% of APAC firms will allocate 35% of their CX budget on emerging products and skills as GenAI improves. This shift shows that companies are starting to prioritize GenAI for customer-facing applications, hoping to improve customer satisfaction, service, and retention.
Read MoreForrester predicts that by 2024, 60% of those who are skeptical about generative AI will end up using and appreciating the technology, without even realizing it. Consumers who are skeptical of genAI will eventually adopt it for tasks that can boost their creativity and productivity, such as seeking help from conversational assistants, summarizing and translating content. Furthermore, the investment in genAI by business, technology, and marketing leaders in the coming year will increase employees' creative problem-solving time by up to 50%, driving customer-centric innovation and creating greater business value.
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