CEOs Place % 2 % 2 % Big CX Bets 2 % 3 % 7 on AI % 10 The C-Suite recognizes AI as a leadership opportunity for differentiating the customer experience. In the next 12 months, 59% of C-level executives expect to purchase AI or platforms that have embedded AI capabilities, and have a keen eye % 11 for enhancing the central hub of direct customer interaction: customer service and support. Their vision of faster, smarter decision-making capabilities extends to self-service that empowers customers and employees equally. % 63 63% of C-level executives are counting on AI to improve the customer experience. Within your organization, where do you expect AI to have the greatest impact? Collaborating Performance in New Channels Cost & Safety Reputation Building Other Overall Effectiveness Opportunity Qualification Customer Care/Satisfaction The State of Salesforce The C-Suite 15 `