AI is a key priority for omnichannel investment while only 1 in 25 businesses say they currently use AI proactively across all channels

AI is a key priority for omnichannel investment while only 1 in 25 businesses say they currently use AI proactively across all channels

Omnichannel maturity gap is widening reveals new report from CCW Europe Digital  48% of organisations use basic AI like chatbots, while 4% use AI proactively across channels 19% say improving AI and automation is a key investment priority 21% of organisations operate in silos, while 10% have achieved omnichannel maturity 17% of organisations ask customers to start from scratch on different channels, while 4% preserve full customer history A new…

AI investment surges as firms lag on omnichannel CX

AI tops CX investment plans, but few brands yet deploy proactive, predictive tools across channels, leaving omnichannel ambitions stalled.