As UK B2B decision makers sharpen their focus on driving growth, customer experience (CX) has surged into their top three strategic priorities. At the same time, the TMT sector is rapidly accelerating its AI agenda — our latest polling of 200 UK TMT leaders shows that nine in ten organisations are already beyond the exploratory phase of AI adoption.
Expectations are high: 59% of TMT leaders anticipate 11–30% ROI from AI in the next 12 months. Yet only 21% say that more than three‑quarters of their decisions are data-driven — limiting AI’s ability to truly transform CX.
Our new sector snapshot explores how TMT leaders can close this gap and drive greater CX impact from advanced AI readiness.
Inside the snapshot, you’ll find insights on:
- How agentic AI is being fast adopted across the TMT sector
- The customer journey moments where AI can deliver the most value but isn’t yet
- Practical next steps for turning AI leadership into CX leadership
- Why now is the first real opportunity to build a total view of your customers and how that can help you unlock growth
