CS Pros Are Less Bullish About GenAI Than Their Customer Marketing And CX Peers

Forrester data that shows customer success (CS) professionals at software companies are less bullish about the impact of generative AI (genAI) than their customer marketing or customer experience (CX) peers. CS, CX, and customer marketing professionals are closely aligned on their team’s current use of genAI, with 85% to 92% saying that their team uses it in its daily work. In contrast, CS pros are less likely to believe that genAI will have a significant impact on their team’s function in the next 12 months, particularly compared with their customer marketing colleagues. This is a snapshot of Forrester’s data on how customer engagement professionals at US-based software providers view and use genAI.