Please specify your role in the organisation
How many people does your company employ?
How many people report to you?
In which industry does your company operate?
1. What is the state of AI adoption in customer service in your organisation?
1.a What role does AI play in customer service in your organisation?
2. Which of the following are the main barriers to AI adoption in your organisation?
3. What does your organisation provide in terms of self-service? (Select all that apply)
4. Is customer service considered to be a cost-centre in your organisation?
5. Thinking about your organisation's understanding of AI, please rate from 1 to 5 (1= lowest, 5 = highest)
6. Please rate you organisation's current ability to provide seamless omnichannel communications.
7. What is the main challenge your company is facing in putting together a single view of customers?
8. Which of the following is, or would be, a strong incentive for AI investment in your organisation?
9. Which of the following outcomes would you expect to derive from the investment in AI capabilities as part of you CX strategy? (select all applicable)
10. How do you / would you expect virtual customer assistants and chatbots to improve your customers' experience?
11. Who is in charge of CX strategy and implementation in your organisation?