While 91% of brands say they’re transparent with customers about how AI uses their data, only 48% of customers agree, Twilio unveiled.
Twilio, a customer engagement platform that drives real-time, personalised experiences for today’s leading brands, released its fifth annual State of Customer Engagement Report.
Kathryn Murphy, SVP Product at Twilio, said, “Customers today expect personalised experiences and want to understand how businesses use their data to shape those experiences. It’s imperative for brands to be clear about how they use AI, ensuring that they balance how they deploy it with equally robust measures to protect customer privacy. Transparency is not optional. It’s a critical component of building and maintaining customer trust and loyalty.”
The report, based on a global survey across 18 countries of more than 4,750 B2C executives and 6,300 consumers, explores how brands are implementing AI to build better relationships with their customers, where AI is yielding the most return on investment for brands, and what engagement trends are most important to consumers.
According to the study, While 91% of brands say they’re transparent with customers about how AI uses their data, only 48% of customers agree.
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