AI in CX: Today's realities and tomorrow's possibilities

What every customer support leader should know before diving into AI.

AI is becoming essential to modern customer service—but successful implementation is harder than it looks. While the promise is clear—faster support, greater scale, better experiences—most initiatives stall in pilot mode or erode customer trust. This ebook offers a practical roadmap for support leaders ready to move from experimentation to impact. Learn how to build AI agents you can trust, avoid common pitfalls, and scale with confidence.

CX has a new power source. And it’s moving faster than most roadmaps can react.

In just 12 months, the share of organisations rating CX-focused AI as a high or very high C-suite priority jumped 42%. But while intent is soaring, execution is still stuck in discovery mode. Why? Because real AI transformation requires more than technology—it demands alignment of strategy, governance, and talent.

Here’s a snapshot of the findings:

• 54% of C-suites rank AI as a high or very high priority in 2025, up from 38% in 2024 (+42%)
• Yet a significant 62% of organisations remain in a phase of exploration with CX-focused AI
• 23% have centralised AI governance; 40% fully decentralised (we decode the implications)
• 71% are looking at AI to boost customer satisfaction (the top driver)

Inside, you’ll find exclusive insights from our industry analyst, original data on AI maturity across Europe, and actionable takeaways to help you lead with confidence, not catch up under pressure.