Case Study: Coveo drives GenAI workplace insights and customer service confidence with Arlington Research

Gigya uncovers 86% employee demand for GenAI with Arlington Research

Gigya, a customer identity and access management platform, faced the challenge of understanding the real-world application and perception of Generative AI in the workplace and customer service to better guide their own strategy. To cut through the media noise, they commissioned Arlington Research to conduct a comprehensive survey.

Arlington Research implemented a solution by surveying 2,000 US-based adults to gauge GenAI awareness, expectations, and concerns. The results revealed a strong demand for GenAI tools among employees and a high comfort level with its use in customer service, though they also highlighted a critical lack of corporate AI policies and significant consumer concerns around data privacy and accuracy that enterprises must address.

Gigya