Marketers Quickly Embracing AI Technologies like ChatGPT to Improve CX
Sitecore, a global leader in end-to-end digital experience software, conducted a survey to explore marketers' interest in generative artificial intelligence (GAI) and how it can disrupt current customer experience (CX) strategies. The survey found that three in four marketers are considering or already using GAI to personalize content, dig deeper into customer needs, and improve the overall CX. Of these marketers, 78% believe that GAI will help them get closer to their desired CX through greater personalization (75%) and a deeper understanding of customer needs (74%). Over 80% of U.S. business users have already experimented with the technology.
Generative AI has shown promise to be relatively easy to integrate into composable software offerings and wider martech stacks, as well as quick to provide a measurable impact on marketing campaigns. ChatGPT, a state-of-the-art language model using machine learning to generate human-like text, has quickly gained momentum among U.S. business users.
The survey also found that metaverse projects have fallen behind AI (79%) and digital experience software (56%) as a top priority, with just over a third of respondents ranking it as the most important. Two in five respondents reported reallocating budget from metaverse projects to support the deployment of AI.
The survey online between March 17-30, 2023, with more than 400 brand marketers participating. The full survey results are available here.
About Sitecore
Sitecore is a global leader in end-to-end digital experience software. Its SaaS-enabled, composable platform unifies data, content, commerce, and experiences, empowering brands like L'Oréal, Microsoft, United Airlines, and PUMA to deliver unforgettable interactions across every touchpoint. Sitecore's solution provides cutting-edge tools for stronger customer connections while creating content efficiencies to stand out as transformation and innovation leaders. Experience more at sitecore.com.
