IDC and Sprinklr Unveil New Research on 2025 AI Priorities
Sprinklr and IDC released new research on 2025 AI priorities based on a survey of 500 contact center and 500 marketing leaders. The study reveals that 73% of contact center executives expect autonomous 24/7 customer service to be AI's most impactful outcome, while 76% of marketing executives believe dynamic content creation will be key. Both sectors identify lack of skilled employees (42% contact center, 44% marketing) as the main barrier to AI implementation. The research emphasizes the need for enterprises to prepare for AI adoption through improved data infrastructure, unified customer insights, and strong AI governance.
Sprinklr e IDC hanno pubblicato una nuova ricerca sulle priorità dell'IA per il 2025, basata su un sondaggio condotto tra 500 leader di centri di contatto e 500 leader di marketing. Lo studio rivela che il 73% dei dirigenti dei centri di contatto si aspetta che il servizio clienti autonomo 24 ore su 24 e 7 giorni su 7 sia il risultato più impattante dell'IA, mentre il 76% dei dirigenti del marketing ritiene che la creazione di contenuti dinamici sarà fondamentale. Entrambi i settori identificano la mancanza di personale qualificato (42% nei centri di contatto, 44% nel marketing) come il principale ostacolo all'implementazione dell'IA. La ricerca sottolinea la necessità per le imprese di prepararsi all'adozione dell'IA attraverso un miglioramento delle infrastrutture dati, approfondimenti unificati sui clienti e una forte governance dell'IA.
Sprinklr e IDC publicaron una nueva investigación sobre las prioridades de IA para 2025, basada en una encuesta a 500 líderes de centros de contacto y 500 líderes de marketing. El estudio revela que el 73% de los ejecutivos de centros de contacto espera que el servicio al cliente autónomo 24/7 sea el resultado más impactante de la IA, mientras que el 76% de los ejecutivos de marketing cree que la creación de contenido dinámico será clave. Ambos sectores identifican la falta de empleados calificados (42% en centros de contacto, 44% en marketing) como la principal barrera para la implementación de la IA. La investigación enfatiza la necesidad de que las empresas se preparen para la adopción de IA mediante una mejor infraestructura de datos, conocimientos unificados de los clientes y una sólida gobernanza de IA.
Sprinklr와 IDC는 2025년 AI 우선 순위에 대한 새로운 연구를 발표했습니다. 이 연구는 500명의 고객 센터 리더와 500명의 마케팅 리더를 대상으로 한 설문조사를 바탕으로 하고 있습니다. 연구 결과, 고객 센터 임원의 73%가 자율적인 24시간 고객 서비스가 AI의 가장 영향력 있는 결과라고 예상하며, 마케팅 임원의 76%가 동적 콘텐츠 생성이 핵심 요소가 될 것이라고 믿고 있습니다. 두 분야 모두 기술 인력 부족(고객 센터 42%, 마케팅 44%)을 AI 구현의 주요 장벽으로 보고합니다. 연구는 기업이 AI 채택을 준비하기 위해 데이터 인프라 개선, 통합된 고객 인사이트 및 강력한 AI 거버넌스를 필요로 한다고 강조합니다.
Sprinklr et IDC ont publié une nouvelle recherche sur les priorités en IA pour 2025, basée sur une enquête auprès de 500 dirigeants de centres de contact et 500 dirigeants en marketing. L'étude révèle que 73 % des dirigeants de centres de contact s'attendent à ce que le service client autonome 24/7 soit le résultat le plus marquant de l'IA, tandis que 76 % des dirigeants marketing estiment que la création de contenu dynamique sera essentielle. Les deux secteurs identifient le manque d'employés qualifiés (42 % pour les centres de contact, 44 % pour le marketing) comme le principal obstacle à l'implémentation de l'IA. La recherche souligne la nécessité pour les entreprises de se préparer à l'adoption de l'IA grâce à une infrastructure de données améliorée, des informations clients unifiées et une gouvernance de l'IA solide.
Sprinklr und IDC haben eine neue Forschung zu den KI-Prioritäten für 2025 veröffentlicht, die auf einer Umfrage unter 500 Führungskräften von Kontaktzentren und 500 Führungskräften im Marketing basiert. Die Studie zeigt, dass 73% der Führungskräfte in Kontaktzentren erwarten, dass der autonome 24/7-Kundenservice das größte Ergebnis der KI sein wird, während 76% der Marketing-Führungskräfte glauben, dass die dynamische Inhaltserstellung entscheidend sein wird. Beide Sektoren identifizieren den Mangel an qualifizierten Mitarbeitern (42% Kontaktzentrum, 44% Marketing) als das Haupthindernis für die KI-Implementierung. Die Forschung hebt die Notwendigkeit für Unternehmen hervor, sich auf die Einführung von KI durch verbesserte Dateninfrastruktur, einheitliche Kundenkenntnisse und eine starke KI-Governance vorzubereiten.
- High anticipated impact of AI implementation with 73% of contact center executives expecting improved 24/7 customer service
- Strong marketing potential with 76% of executives foreseeing benefits in personalized content creation
- Clear identification of implementation barriers allows for targeted solutions
- Significant skills gap with over 40% of both departments citing lack of skilled employees as main barrier
- Implementation costs and risks to customer trust identified as challenges
- Current AI utilization described as 'scratching the surface' indicating significant investment needed
Insights
This research reveals critical insights into enterprise AI adoption trends but lacks immediate market-moving implications. The study highlights 73% of contact center executives focusing on autonomous 24/7 service and 76% of marketing leaders prioritizing personalized content creation, indicating strong future demand for Sprinklr's AI solutions.
The identified skills gap, with over 40% of both sectors citing lack of skilled employees as their primary AI adoption barrier, presents both a challenge and opportunity for Sprinklr's product development strategy. The emphasis on data readiness and governance suggests a growing market for integrated AI platforms, potentially benefiting Sprinklr's unified CXM approach.
Report surveyed 500 contact center and 500 marketing leaders on their goals for AI-led CX transformation.
Marketing leaders are looking for efficiencies – aligned with challenging predictions for marketing budgets in 2025. Meanwhile, contact center leaders are most focused on digitizing and modernizing the customer service tech stack, aligned with the evolution of the contact center as an integrated part of the customer and brand experience.
Both marketing (
"At Sprinklr, we recognize that AI and generative AI are not just technological advancements—they are strategic imperatives we believe will define the future of customer experience. AI-native customer service platforms, such as Sprinklr's CCaaS, will have a significant edge over other solutions in these times,” said Sprinklr CTO, Amitabh Misra. "Our research with IDC underscores the necessity for enterprises to embrace AI to create intelligent, empathetic experiences and operational efficiencies that will help drive customer satisfaction and business growth."
The report surveyed more than 500 enterprise customer service and 500 enterprise marketing leaders on their future goals and priorities and how they plan to address these priorities through AI-led CX transformation in 2025.
Key findings from Contact Center Respondents Include:
-
73% of contact center executives believe that autonomous 24/7 customer service and support will be the most impactful business outcome from AI-powered advanced/predictive analytics in 2025. -
67% of contact center executives believe that contextualized customer engagement during service interactions will be the most impactful business outcome from generative AI in 2025. -
42% of respondents say that lack of skilled employees is the biggest barrier to leveraging AI for customer service in their organizations.
Key findings from Marketing Respondents Include:
-
76% of marketing executives believe that dynamic and personalized content and image creation will deliver the most impactful business outcome from advanced/predictive analytics in 2025. -
72% of executives emphasize the need for a unified and integrated Voice of Customer program to capture richer more expansive customer insights, thereby improving marketing effectiveness and customer journey outcomes. -
44% of respondents say that lack of skilled employees is the biggest barrier to leveraging AI for marketing.
“AI and generative AI are revolutionizing the value exchange between customers and brands and have the potential to have a truly transformative impact on future customer experiences,” said Sudhir Rajagopal, Research Director at IDC. "However, many enterprises are only scratching the surface, focusing on efficiency rather than top-line value. To move from AI experimentation to AI adoption at scale, contact center and marketing leaders must address foundational challenges related to AI-specific employee skills, implementation costs, and risks to customer trust by shoring up data quality and establishing strong AI governance before AI can deliver meaningful value to customers.”
The whitepaper provides actionable guidance for enterprises to prepare for the era of AI Everywhere, including:
- Get Customer and Operational Data AI-Ready: Enhance data infrastructure for trusted data sharing and establish disciplined data governance processes tailored for AI and GenAI capabilities.
- Develop a Unified Customer Insights Fabric: Integrate customer data across functions to build a comprehensive portfolio of customer intelligence that informs contextualized journey outcomes.
- Establish CX-Specific AI Governance: Implement AI governance to help ensure ethical practices, eliminate biases, and maintain customer trust in AI-driven interactions.
- Focus on Cost-Effective Intelligent Experience Delivery: Prioritize AI investments that deliver tangible customer and business outcomes, and partner with technology providers that offer flexible pricing models and robust support services.
- Address foundational challenges related to employee skills and training to effectively leverage AI investments.
To learn more and download the full report, visit: https://www.sprinklr.com/idc-future-of-cx-ai-report-2024-25/.
About Sprinklr
Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in
View source version on businesswire.com: https://www.businesswire.com/news/home/20241030274062/en/
Press Contact
Austin DeArman
PR@Sprinklr.com
Source: Sprinklr
FAQ
What percentage of contact center executives expect AI to impact 24/7 customer service by 2025 for CXM?
What is the main barrier to AI implementation according to the Sprinklr (CXM) study?
What do marketing executives expect from AI in 2025 according to the Sprinklr-IDC study?
