CUSTOMER EXPERIENCE
BY DENYS DUBNER, WOW24-7
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE CX EXECUTION CRISIS AI WITHOUT IMPLEMENTATION ABILITY IS THE NEW THREAT.
We ' re witnessing something unprecedented in customer support( CS) and customer experience( CX) Operations: a widening gap between what organizations say they want and what they can actually deliver.
Our recently published research, surveying these functions’ decision-makers across multiple industries between October and November 2025, reveals a market approaching an inflection point.
The data tells a story of strategic clarity colliding with operational reality, and the consequences of this collision will reshape how we think about building versus partnering for CX excellence. It points to gaps in AI implementation, and also in measurement, support, and global capability.
THE WORRYING NUMBERS
Let me share the statistics that stopped me in my tracks: 75.7 % of organizations prioritize AI and automation investments in the next 12 months. That ' s three-quarters of the market moving in the same direction( also see FIGURE 1).
But here ' s where it gets interesting. 48.6 % simultaneously struggle with agentic AI implementation, and 64.9 % face limited budgets and resources.
ORGANIZATIONS ARE COMMITTING TO STRATEGIES THEIR OPERATING MODELS ARE STRUCTURALLY UNABLE TO DELIVER.
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