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二二Intro2⃞2024medallia.com4©2024二5©2024二costscostsCXCXImpactO1/EXECUTIVESUMMARY二7©2024二8©2024+46%+22%+20%If"veryHigh"AlinvestmentIf$25B+companysize10©2024Basedonmeasurementsdonesofar,whathasbeentheimactofAI?Alwilloutperformhumansin5years…insomeways.cxpractitionerexpectationsofAlinthenext5years,%selecting.willdoworsethanahumanwilldosimilarlytoahumanwilldoevenbetterthanahuman56%12%50%15%38%15%46%43%38%Lookupinformationfromvariousdatasourcessummarizeandexplainlargersetsofinformation successfullycompleteactionsinaprocessldentifyaccurateinsightslconclusionsfromdata Editorcorrectcontentcreatedbyotherscreatewrittencontent56%12%50%15%38%15%46%43%38%38%createpicturecontent38%20%37%ldentifyproperactionstotakebasedoninformation20%37%23%36%createvideocontent23%36%27%30%28%29%37%25%understandandanswerquestionsaskedbypeopleTakeunpromptedactionsbasedonsensingtheyareappropriatecommunicatewithaspokenvoiceinrealtime27%30%28%29%37%25%11©2024Intheirownwords,whatconcernscxpractitionersmostaboutAl2345234512©202413©2024223344Alwillleadtoabrighterfutureforcustomers.14©2024DcxpractitionersareexperimentingwithgenAl.42%16©2024D%selectingverypositiveimpactverypositiveimpactpositiveimpact17⃞2024medallia.com%sayinginvestmentinAlwillbe"veryhigh"innext12months<2%growthrate2-9%growthrate10%+growthratecompanies,bypast12monthrevenuegrowthrate19©2024ImplementingAl:petitors,%selecting20©2024AI-focusedrolesarethenewnorm.%ofcxpractitionerssayingthefollowingappliestotheirorganization:51%51%21©202422©2024Driversindeveloping/pickingAlsolutionsDatasecurity Dataprivacy Returnoninvestment EthicaluseofdatastayingwithinabudgetsolutionsustainabilityAbilitytoscaleacrossbusinessunitslgeographicsHavingadequateemployeetrainingandsupport compatibilityforfuturewavesoftechnology NotdisruptingexistingcustomerexperiencescompatibilityforfuturesolutionsustainabilityAproprietarysolutioninsteadofusingopen-sourcedtechnology NotlosingcustomerswhoworryaboutAlusingopen-sourcedtechnologyinsteadofaproprietarysolutionNotlosingemployeeswhoworryaboutAl23⃞2024medallia.com亚二25©2024亚二Dataanalysisisthe#1usecaseorganizationshavepursued.singlemostimportantAlusecase,%citingImprovingdataanalysisqualityAutomationasameansoflaborcostreductionImprovingdataanalysisspeedImprovingaccesslclassificationofinternaldocsanddataAutomatedactioningofcomms(e.g.closingtheloop,etc.) GenAlforemployeeknowledgelproductivity simulatinglpredictingcustomerbehaviororoutcomesGenAlforcustomer-facingusesGeneratingsynthesizedinsightslscoresfromlargerdatasetsImprovingQA/errordetectionorchestratingmorepersonalizedexperiencesNextbestactionrecommendationsprofilinglsegmentingcustomerbaseAssessingemployeesforproductivitylchurnriskNosingleoneismostimportant4%26⃞2024medallia.com亚二HoworganizationsaremeasuringimpactofAlTOP7of13choicesshown4$revenuegrowth(38%)27@2024medallia.com亚二proportionofcxpractitionerssayingtheirorganization'scurrentcapabilitiesare"advanced"byAItype31%31%Al-baseddataanalytics28%28%25%25%24%24%12%12%othertypesofAl28⃞2024medallia.com亚二organizationsareexploringnewusecases.AlusecasesalreadybeingpursuedRankRankwillbefirstpursuedthisyearImprovingdataanalysisquality11GenAlforcustomer-facingusesImprovingdataanalysisspeed22simulatinglpredictingcustomerbehaviororoutcomesImprovingQA/errordetection3T-3ImprovingaccesslclassificationofinternaldocsanddataGenAlforemployeeknowledgelproductivity4T-3Automatedactioningofcomms(e.g.closingtheloop,etc.)GenAlforcustomer-facingusesT-55GenAlforemployeeknowledgelproductivityGeneratingsynthesizedinsights/scoresfromlargerdatasetsT-56AutomationasameansoflaborcostreductionImprovingaccesslclassificationofinternaldocsanddata7T-7ImprovingQA/errordetectionAutomationasameansoflaborcostreduction8T-7profiling/segmentingcustomerbasesimulatinglpredictingcustomerbehaviororoutcomesImprovingdataanalysisspeedAutomatedactioningofcomms(e.g.clos

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