Are you currently measuring the increase in customer spending as a direct or indirect result of any AI investments you've made to improve customer experience?

IT Strategy & RoadmapMachine Learning (ML)

Yes, we're actively monitoring this47%

No, we don't have a way to actively monitor this49%

We're not currently using AI for customer-facing purposes4%

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IT Manager in Constructiona year ago

Not yet but what we started to work on it is the cost management on Azure and DevSecOps.
The ROI isn't just the benefit but also what the shadow costs drop out.

Head of Transformation in Governmenta year ago

It's a great question. Unfortunately my answer was No, we don't have a way to actively monitor this.
For the 38% of you who answered that you are actively monitoring this, can you please contribute in comments some of the ways you are doing so?

Head of Enterprise Medical Digital Innovation in Healthcare and Biotecha year ago

I remember reading a couple of years ago a Gartner article on how AI Enabled Processes measured against revenue (i.e. by 2025 25% of Revenue would be generated through AI Enabled technologies) would be the norm - or at least the target - for progressive companies. The point was, that someone has to be actively measuring this and it needs to be a KPI (linked to an OKR) that the Finance Leadership of a company focus on as a value-add proposition. I think now is the time as IT Professionals we should be encouraging this perspective at the C level so we can figure out the right way to actively measure this where it makes sense. I'd be interested if others have a perspective on this and have examples of how this is being done effectively! great topic.

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Is your org’s AI policy integrated into the IT security policy, or does it exist as its own separate policy?

AI policy is integrated into IT security policy19%

We have a separate AI policy, but IT security policy includes section on AI security52%

AI policy and IT security policy are completely separate27%

Something else (explain in a comment)2%

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What are key ways in which your organization should hire affordable AI and data science talent? Check all that apply.

Recruit talent from diverse or non-traditional backgrounds (e.g. different degrees, institutions, or work experience)34%

Recruit less experienced AI talent with a high aptitude to learn 47%

Communicate the intrinsic benefits of the role (e.g., mission, culture, resources, opportunity for impact) 28%

Build talent pipelines through partnerships with academia and professional societies46%

Hire and upskill internal talent52%

Use specialized AI recruitment agencies11%

Other (please share details in comments)3%

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Do you have experience with IT-led customer experience initiatives, or CX initiatives that are co-led by IT (in partnership with product or sales, for example)? What factors made these successful, and what sorts of hurdles came up?

Have you tried rotating people among different areas or teams, particularly when they express an interest in learning something new? If so, what has your experience been with this approach? Have you found that it helps employees who want to join another team or develop a new skill, and has it led to positive outcomes for your organization?

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