Generative AI chatbots are transforming customer engagement, but how high are they on corporate agendas? To uncover the latest trends, we surveyed over 110 CCW Europe community members to understand their investment priorities, challenges, and expectations for AI-driven automation. As businesses refine their AI strategies, the gap between early adopters and cautious observers is widening. This report provides data-driven insights into the evolving AI landscape, helping you understand how organisations are navigating chatbot investments and what’s next for AI in customer experience.