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Despite their favourable views of AI, marketers have a healthy respect for its potential for disruption.
The average NPS for human customer service is +6 (slightly positive), while the average NPS for an AI-driven customer service is -66 (very negative).
With 49% of market researchers not having used AI in the past three months, their adoption of AI is slower, but this is not for lack of enthusiasm.
“The immediate opportunity for the adoption of generative AI is not to replace humans but to augment them…think of GenAI like an eager intern, cranking out the tedious labour and passing it to a human for approval.”
Dave Seaton, CEO of Seaton CX
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Students use AI for schoolwork but fear for their job prospects.
AI isn’t used by many providers yet but within five years it may be.
AI could shake the foundations of the US entertainment industry.
Among US workers, AI is a threat to some but a concern to many.
*This SurveyMonkey study was conducted among 403 marketing professionals between 11 and 18 July 2023. Respondents were selected from an online non-probability panel.
**This SurveyMonkey study of 2,201 US consumers aged 18+ was conducted between 17 and 19 April 2023 and weighted by age, race, gender, education and geography, using the Census Bureau’s Community Survey to reflect the demographic composition of the United States.
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