Brands turn to generative AI to improve customer experience amidst reduced budgets

Three in five firms plan to cut their customer experience budgets in the next 12 months.

More than half of brands (59%) in Singapore are planning to implement generative AI (59%) to improve customer experiences amidst reduced budgets, an Adobe report revealed.

According to the report, a majority of employees in Singapore (94%) are already using generative AI in marketing and customer experience campaigns.

Employees specifically use text-to-image generators to create promotional brand materials and content (58%) and develop concepts and mockups for campaigns (55%).

Where conversational AI is concerned, half of employees (50%) use the tool for copy generation, as well as research and insights.

Whilst many employees use generative AI, the technology is only formally rolled out in three in 10 brands in Singapore.

“The research suggests that formal business rollouts of generative AI among Singapore brands lag well behind consumer demand and employee usage,” Adobe said.

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