Everest Group Survey: Majority of Businesses Consider Outsourcing Generative AI Development Amid Concerns Over Data Security, Privacy and Regulatory Compliance

VANCOUVER, British Columbia -- Many companies are in the process of reviewing their first quarter results, and leaders are particularly focused on innovative ways to enhance customer experience (CX) through generative AI (GenAI) technology while balancing the need for return on their investment. Insights from a survey by Everest Group, supported by TELUS International (NYSE and TSX: TIXT), reveal several trends across industries: nearly half (47%) of the surveyed CX leaders across banking, financial services and insurance (BFSI), telco and media, healthcare, retail and travel industries said that non-voice customer support channels will be a key deployment area for GenAI in the next six to 12 months. Read More