With the world currently in the grip of AI fever, companies are trying to implement it to improve customer experience, but it is proving difficult for many.
One of the biggest concerns for IT leaders is how to protect the privacy of customer data, especially as it continues to increase – an issue exacerbated by the growing need to implement AI to drive personalization.
A new report from Zendesk 84% of IT leaders say the deployment of AI in their organizations has significantly increased as a priority, while 87% in response are making investments in data privacy and cybersecurity their top concern.
Personalization data privacy
However, to successfully implement AI, large amounts of data are required, which must be managed securely. And it appears that the business community is willing to invest to protect this data.
According to IT leaders, AI is needed to improve the customer experience and promote a level of personalization; 89% say using AI throughout the customer journey is important to their business.
And making this happen requires data to be kept secure and private. Another 89% of IT leaders said keeping this data private and protected is important to the customer experience.
But it’s not just the customer they need to focus on; the employee experience is equally valued and requires the same level of seamlessness and personalization. In this regard, one healthcare leader surveyed said, “Our hospital workforce is made up of Gen Z and Millennials. We have to lead the way because if we don’t, they will leave us.”
Other challenges are also emerging as AI adoption grows. For example, 58% of IT leaders say they are concerned about the speed at which technology is evolving, causing them to fall behind.
57% also say that knowledge gaps in their business have been exposed by the introduction of AI, with many not having a sufficient understanding of the technology and the impact and consequences of using it. 60% also reportedly struggle to collect data of sufficient quality to train AI models.
And with more and more data needing to be kept private, 66% say data privacy and protection regulations are actually hindering their ability to improve personalization for their customers.