Artificial intelligence (AI) is reshaping the contact center, with 50% of organizations increasing investment in 2025. Customers now benefit from enhanced self-service, seamless interactions, and 24/7 support, while agents face a shift toward handling more complex issues as AI takes over routine tasks.
CCW Digital research shows 57% of CX leaders trust AI agents to resolve customer problems more effectively than a year ago, highlighting growing reliance on automation. This report examines how organizations can prepare employees through upskilling, training, and new strategies to ensure meaningful customer experiences in an AI-powered era.
About CCW Digital
CCW Digital is the research and editorial arm of Customer Management Practice, covering the people, processes and technology behind customer contact. We publish verified data, operational case studies and lessons from the field for a community of 180,000 customer experience professionals.
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