Data: 2 in 5 customers concerned about AI ethics

Some 43% of customers are concerned about ethical AI use, a new report has revealed.

According to a report by customer experience specialist CX Network, ‘The Global State of CX 2024’, 29% of customers have praised the use of AI, recording a positive impact on customer loyalty.

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Meanwhile, 55% added that data security and privacy are becoming more important to customers, as a result, they are demanding tighter security and transparency from companies which are implementing the tool.

The report also revealed despite investment in AI technologies, 42% of professionals cited demonstrating ROI as the most common obstacle to bringing these investments to life.

Automation is also the top investment priority for CX in 2024, the data added with 42% of professionals listing it as their main focus in 2024.

Other spending priorities included data insights and analytics (38%) and conversational AI chatbots and virtual assistants (28%).

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