Stat Library

54% of US consumers don’t care how they interact with a company as long as their problems are fixed fast.

One-third of US consumers would rather purchase a product in an automated/digital way vs. with a person

US consumers’ top customer service frustrations:

• Lack of self-service options
• Too many transfers across people and departments
• Lack of knowledge about product/service

On average, the longest time US consumers claim to have spent trying to resolve a single issue with customer service is nine hours.

84% of CIOs believe AI will be as significant to businesses as the internet

67% of CIOs say they’re taking a more cautious approach to AI compared with other IT initiatives

How CIOs describe AI implementation at their companies:

• 11%: Fully implemented
• 75%: Experimenting
• 13%: Evaluating

How CIOs view their AI progress compared to competitors:

• 11%: Well ahead of competitors
• 33%: A little ahead of competitors
• 43%: On par with competitors
• 13%: A little behind competitors
• 1%: Well behind competitors

20% of IT budgets are currently allocated to data infrastructure and management, versus 5% allocated to AI

68% of CIOs think business stakeholders have unreasonable expectations for AI timelines

66% of CIOs are confident they’ll see ROI from their AI investments

CIOs’ Top AI Fears:

1. Security or privacy threats
2. Lack of trusted data
3. Inability to identify the best use cases
4. Training workforce with required skills
5. Insufficient return on investment