Marketers vs. Consumers: The AI Perception Gap
▼ Summary
– MarTechCharts provides data relevant to marketers and marketing operations professionals.
– There is a significant gap between marketers’ belief that AI improves customer experience (86%) and consumer agreement (35%).
– This perception difference risks eroding trust and diminishing the intended benefits of AI in customer journeys.
– Marketers are overly optimistic about consumer reliance on AI for complex decisions, with 49% believing buyers prefer AI help versus only 30% of consumers confident in AI.
– Brands need to recalibrate AI strategies to align internal enthusiasm with external reality for credibility and customer satisfaction.
A significant disparity exists between how marketers view artificial intelligence’s role in customer experience and how consumers actually perceive it. Invoca’s “B2C AI Marketing Impact” report reveals that while an overwhelming 86% of marketing professionals feel AI improves the customer journey, just over a third of consumers, only 35%, share that positive outlook. This perception gap goes beyond simple disagreement; it threatens to undermine consumer trust and weaken the very experiences AI aims to enhance.
Marketers also demonstrate considerable optimism regarding consumer willingness to depend on AI for important decisions. Close to half, 49%, believe that buyers prefer AI assistance in high-stakes situations. In reality, only 30% of consumers report having confidence in AI’s ability to handle complex problems effectively. These findings highlight a critical need for companies to reassess their AI implementation strategies, balancing internal excitement with actual consumer readiness to preserve brand credibility and drive meaningful improvements in customer satisfaction.
The rapid expansion of conversational AI technologies continues, though consumers maintain specific reservations about their implementation and performance.
(Source: MarTech)
