The UK’s biggest brands are turning to artificial intelligence (AI) to develop better customer and colleague experiences, according to KPMG’s latest Customer Experience Excellence Report, now in its 14th year. This is allowing some UK businesses to reverse declines in customer satisfaction, caused by previous cost cutting. A new AI adoption index looks at which businesses are implementing the latest technology effectively, safely and ethically. AI adoption key to staying ahead of the packBrands with the highest levels of customer experience are also successfully experimenting and scaling their use of AI to improve customer and colleague experiences, whilst improving business performance. Travel and hotel brands come a close second in AI adoption where airlines are becoming significant users of AI to aid scheduling, maintenance, and customer service.

Source: The Times November 09, 2023 11:00 UTC