Most CX managers intend to outsource, at least partially, their generative AI programs, citing limited inhouse expertise, cost considerations and time-to-market. Almost half the 200 managers surveyed expect to deploy generative AI in non-voice customer support environments, with text generation identified as the highest use case for the technology. Forty-six percent are piloting or deploying text generation; code generation is in close second place (45%).

Two-thirds (67%) of B2B companies find it challenging to collect zero-party customer data, according to a Forrester study commissioned by product discovery vendor Zoovu.  The report finds that giving personalized guidance to online buyers is the top ecommerce priority, but 83% have poor quality data, 80% struggle with data management, and 81% have an inadequate ecommerce platform.

Google’s search market share has dropped below 90% for the first time since 2015 according to web traffic analysis platform Statcounter. This does not necessarily signal a migration of users to AI search, since Statcounter compares search traffic only among the main search engines.  The likes of Bing and Yandex are still way behind Google.