CX leaders assess the success of their AI initiatives in global market survey
Despite its potential, large-scale GenAI and agentic AI adoption remains uneven. This is the conclusion in a recent Globaldata market survey commissioned by Orange Business, analyzing CX leaders across Europe, Asia-Pacific, and North America to understand challenges, key use cases, and success levels. The survey found that while customer experience is vital, few believe customers are receiving the expected service, with some C-suite leaders being more skeptical. About one-third of GenAI initiatives deliver less than half of the expected benefits, indicating many efforts are still experimental. This report explores the main obstacles, peer strategies, and expert insights.