Sprinklr study finds only 27% of organizations can precisely quantify customer-facing AI results
CXM•A Sprinklr report found that 27% of organizations using AI in regular live applications could precisely quantify outcomes, although 92% said results met or exceeded expectations. The September 8–23 survey covered 807 U.S. professionals, with headline findings based on 536 live users.
1. AI measurement findings
The report found that 85% of live users reported gains in at least one metric category their organization had not identified as tracked before deployment. Only 17% reported a named owner for AI business outcomes; precise measurement reached 46% when ownership was assigned, compared with 23% without. Just 34% defined goals and success metrics before deployment, and 29% established performance baselines.
