IT leaders have been responsible for keeping systems up to date and managing security issues. With the last few years framed by both economic volatility and rapid changes in technology – namely in advancements in AI – priorities are shifting. Half of IT leaders we surveyed say that they’re being asked to do more with fewer resources.

Over the last year, the impact of AI on customer service has been massive. Many customer experience applications and workflows can be optimised with AI – but not all AI solutions are tailored to customer experience.