Two major surveys have revealed that businesses across industries are still struggling to implement AI in CX due to the lack of preparation.
An IBM study has revealed that 62% of UK enterprises are unable to use AI's full potential for successful adoption, with many employees having limited to no experience with the software.
A similar study conducted by Teradata also revealed that while almost all organizations have implemented AI in some form, only nine percent have fully advanced its place in the workforce.
These two surveys highlight detailed insights into why companies struggle when adopting AI tools.
Race for ROI – IBM
The IBM study highlights that AI reskilling knowledge and investment gaps are still underprioritized in the workforce.
In fact, 62% of organizations have still not managed to leverage AI to utilize full workplace transformation, despite having adopted the software.
Taken from 3,500 business leaders' insights across EMEA, the study found that AI across UK industries is expanding productivity levels, with many leaders applauding the software’s efforts to free up employees’ creative and management schedules to allow focus on high-priority tasks.
And whilst IBM emphasizes AI’s growing position amongst the UK workforce, businesses often face barriers when adopting it, and in turn not receiving the amount of ROI benefits as expected.
But what are these barriers?
Inadequate Company Investment in AI Development
Employee preparation for AI deployment continues to create company shortfalls and stalls progress expectations after integration.
In fact, 67% of UK business leaders agree that there is an internal resistance amongst their workforce to activate pilot AI projects, with many reasons involving cultural restraints.
On top of that, just 45% of UK organizations offer a company-wide or function-focused AI training, with only 38% providing upskilling services for all its employees.
This highlights an important issue: AI can often be dismissed by companies due to a lack of knowledge on the software.
This leaves ROI results imperceptible for the majority of businesses, with only 27% of UK senior leaders seeing any cost returns or financial benefits from productivity in AI implementation.
Unable to Meet AI Trend Demands
Customer demand for the latest AI deployments across industries is forcing companies to look ahead of the newest trend curve or risk being left behind.
However, with rapid technological changes, keeping up with the latest trends requires continuous investment in pilot projects for companies that can spare the resources.
In September, a previous IBM UK consumer survey revealed that 74% of customers were happy with AI-powered assistants being involved in their consumer experience, with an expectation of transparency and trust with the automated agent.
This illustrates a future AI-focused approach to CX with rising customer trust, as 79% of customers believed that chatbots would deliver trustworthy results, as well as 72% showing satisfaction with using them.
Furthermore, the AI agents provide consumers with accelerated response times, resulting in customer convenience, which 40% of consumers valued, and demand for high levels of data protection and privacy for 37% of consumers.
It is clear from these results, that when deployed correctly, cutting-edge AI-powered solutions can deliver measurable CX improvements and help companies achieve ROI; however, smaller enterprises will likely struggle to meet these demands.
Key Constraints in AI Deployment
Additionally, companies have shown signs of significant challenges when it comes to measuring their ROI after adopting AI.
Notably, senior leaders surveyed in the study outlined the following as the biggest challenges to achieving ROI:
- High Upfront Investment Costs: 37% of leaders agreed that AI spending is too high for companies to measure their short-term ROI.
- Difficulty in Attribution: 35% of leaders found it difficult to measure performance outcomes from AI integration due to the number of factors contributing to its success.
- Lack of Skills or Knowledge: 31% of leaders acknowledged the gaps in knowledge and skill could be a barrier to accessing AI’s financial impact.
Companies must therefore assure that their AI investments are focused on its core business objectives to focus on efficiency, growth, and enhanced customer experience.
Not all Doom and Gloom
Despite the significant difficulties outlined above, the IBM study found that AI across UK industries is improving productivity levels, with 66% of senior leaders seeing high levels of productivity thanks to AI.
Indeeed, many leaders applauded the software’s efforts to free up employees’ creative and management schedules to allow focus on high-priority tasks.
This also includes 63% of leaders expressing higher efficiency rates across operations.
Leon Butler, Chief Executive of IBM UK and Ireland, highlighted the productivity benefits of company AI training investment, stating:
"UK businesses are clearly seeing the productivity benefits of AI, with two-thirds already reporting significant gains. But the real opportunity lies ahead – unlocking even greater value through workforce transformation and upskilling.