Teradata's Latest Survey Highlights AI's Promise and Challenges in Customer Experience

In a recent press release, Teradata Corporation (NYSE: TDC) unveiled the results of a notable survey that underscores a critical paradox in the enterprise landscape: while there is pronounced optimism regarding the potential of artificial intelligence (AI) to enhance customer experience (CX), many organizations are not yet prepared to embrace fully autonomous AI solutions. Conducted by NewtonX, the survey reveals that 74% of C-suite executives and AI leaders express moderate to high confidence in AI's ability to improve CX. However, they also face significant operational challenges that hinder effective implementation.

The survey, which included insights from over 500 AI-relevant executives across various industries, highlights a strong commitment to leveraging AI technologies for CX enhancement. Notably, 99% of organizations have already implemented some form of AI, with two-thirds expecting to see tangible results within six months.

Despite this enthusiasm, leaders are grappling with hurdles related to data governance, access, and compliance. A staggering 93% of respondents reported facing challenges in establishing adequate governance frameworks for their AI initiatives, and only 13% believe they possess the necessary skills to drive AI forward effectively.

The findings reveal a pronounced expectation of financial benefits from AI investments. Over half of the companies surveyed anticipate generating at least $1 million in revenue or cost savings from their AI initiatives, with 36% expecting benefits exceeding $2.5 million. This willingness to invest signifies a critical shift towards prioritizing customer experience as a key differentiator in competitive markets.

Agentic AI, characterized by its autonomous decision-making capabilities, is garnering considerable interest, with 85% of organizations considering or evaluating its application for CX. However, the adoption rate remains low, with only 9% having fully integrated this technology into their operations. Encouragingly, among those currently utilizing AI, 81% express strong confidence in agentic AI’s capacity to improve customer interactions.

While optimism reigns regarding AI's potential, the survey highlights persistent challenges related to governance and data access. A vast majority of executives reported experiencing inconsistencies in data access, with only 4% indicating that the right stakeholders consistently receive the data they need. The top concerns among executives include data accuracy (34%) and security (32%), showing a clear preference for reliable data over its protection.

Interestingly, the survey reflects a notable shift in the organizational mindset towards AI adoption. Compared to previous years, companies are now more inclined to validate new solutions before implementation. In 2025, 35% of respondents indicated a preference for proven solutions, a significant increase from 22% in 2024. This cautious approach suggests that organizations are prioritizing risk management alongside innovation, as they navigate the complexities of AI implementation.

As organizations continue to explore the transformative potential of AI in enhancing customer experience, they must address the operational hurdles that lie ahead. Teradata's findings emphasize the need for robust governance frameworks, improved data access, and a focus on skill development to harness AI's full capabilities effectively.

With a clear trajectory towards increased investment in AI technologies, the business landscape is poised for significant evolution. However, as executives express optimism, they must also contend with the realities of implementing these advanced technologies, ensuring that their investments yield the desired returns while enhancing customer satisfaction.

Teradata remains committed to empowering organizations with trusted information and advanced analytics, paving the way for more confident decision-making and impactful business results in the AI era.