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CX Trends in Europe 2021 (8): AI remains an underutilised tool

Zendesk’s 2021 Customer Experience Trends Report looked at data from more than 90,000 companies across 175 countries on the Zendesk platform, including 29,000 businesses in Europe and the UK. In our series 'CX Trends in Europe" we look at the most interesting findings for our audiences in Europe and the UK.

Published May 5, 2021
Last updated May 21, 2021

43 percent of companies in Europe feel digital transformation has accelerated by one to three years due to the pandemic. Another 21 percent even feel that the introduction of new technologies has accelerated by four to seven years due to the pandemic.

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Nevertheless, AI remains an underutilised tool, despite adoption boost among larger firms. Particularly astonishing is the finding that in 2021 only 16% of teams in UK firms used AI for customer service. The Netherlands are leading the field in Europe with 60%, with France in second place with 52%.

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