target audience: TECH BUYER  Publication date: Apr 2024 - Document type: Tech Buyer Survey Spotlight - Doc  Document number: # US51974624

Midmarket CX Organizations Seek Demonstrable Value from AI

By:  Roger Beharry Lall Loading


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This IDC Tech Buyer Survey Spotlight highlights which customer experience (CX) benefits organizations prioritize when evaluating AI investments. Based on responses to IDC's Future Enterprise Resiliency and Spending (FERS) Survey, Wave 9, conducted in fall 2023), the survey collected responses from 888 IT executives worldwide, including 221 respondents from midmarket organizations with 500–999 employees. The survey asked, "What benefits do you anticipate from implementing AI within your CX initiatives?" It demonstrates an interest from CX leaders in campaign ROI and data integration — messages that are often lacking from martech vendors' AI value propositions.


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