PRNewswire

Bengaluru (Karnataka) [India], December 8: A new industry survey conducted by Kapture CX reveals that AI has officially reached a point of universal adoption intent in customer experience. 99% of CX leaders surveyed confirmed they are either evaluating, piloting, or deploying AI solutions within their organisations. However, enthusiasm is not translating into large-scale execution yet, as 50% admit they are still stuck in pilot programs and only 7% have successfully expanded AI across the enterprise.

The survey indicates a significant evolution in what organisations now expect from AI. Leaders are shifting away from simple automation and chatbot-style responses. Instead, they are prioritising emotionally intelligent and human-like AI that can comprehend context, understand sen

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