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96% of global contact center and customer experience (CX) leaders view AI, including generative AI and agentic AI, as a key strategy, up from 87% in 2024. Yet, it’s not without challenges. 67% of organizations are implementing AI without adequate governance structures.
72% say they collect all or a majority solicited feedback, a marked increase from 2024, suggesting a continued challenge to collect the right type of customer data.
51% report relying entirely on third-party AI software, up from 40% in 2024. Of those taking an entirely third-party approach, 85% have at least partially implemented AI.
While 96% agree AI will help them to be more efficient when optimizing CX strategy under financial strain, 24% say failure to prove ROI from tech investments is a CX challenge.
To develop the CX Landscape Report, CallMiner worked with Vanson Bourne to survey 700 senior decision makers from contact center and CX departments in the US, U.K. and Ireland, South Africa, France, and Germany. Respondents hailed from organizations that had a contact center with 100 or more employees across healthcare (public and private), financial services, technology, retail, and BPO sectors.
