" THE CLAIM THAT CUSTOMERS LEAVE BECAUSE OF POOR CX IS DIRECTIONALLY VALID BUT OFTEN OVERSIMPLIFIED."
Customers expect faster, more personalized resolutions and seamless transitions across digital and human channels. Omnichannel is no longer optional— it’ s table stakes— and with generative and agentic AI raising the bar, patience for inefficient, generic interactions that fail to deliver resolution is shrinking.
At the same time, employees are facing heavier workloads, more complex cases, and fragmented systems that make their jobs harder. Burnout is a real challenge, and organizations are realizing that supporting agents is critical to delivering great customer experiences.
The good news is that the right approach can address both sides of the equation. By leveraging purpose-built AI for CX within an open cloud platform approach, enterprises can:
• Unify disconnected systems with connected intelligence across every workflow, channel, and role.
• Automate workflows that span front-, mid-, and back-office tasks.
• Provide agents with real-time guidance and workflow assistance. This empowers employees to focus on high-value, meaningful interactions while delivering faster, more consistent outcomes for customers.
The drivers are clear: economic pressures demand efficiency, AI technology has matured to operate reliably at scale and human capital remains a top priority.
Organizations that adopt a platform-first, purpose-built AI strategy meet today’ s higher expectations and create compounding value at scale that elevates both customer and employee experiences: while future-proofing their operations for the year ahead.
ERIC WILLIAMSON
CALLMINER
ERIC WILLIAMSON( EW): While contact centers are finally being seen as more than a cost center, they’ re also facing the same pressures as many other departments: do more with less.
" THE CLAIM THAT CUSTOMERS LEAVE BECAUSE OF POOR CX IS DIRECTIONALLY VALID BUT OFTEN OVERSIMPLIFIED."
-- ERIC WILLIAMSON
AI has only accelerated this [ trend ]. With the rapid rise of generative AI, more organizations and contact centers have embraced the technology as a cornerstone of CX. In fact, according to the 2025“ CallMiner CX Landscape Report”, which surveyed global CX and contact center leaders, the majority( 96 %) now view AI implementation, including generative and agentic AI, as a strategic priority.
Strategic AI adoption requires identifying the right automation opportunities while maintaining genuine customer relationships. Today, the most successful organizations are strategically deploying virtual agents to automatically handle routine tasks and inquiries, which frees up human agents to focus on complex, relationship-building conversations that require empathy and personal connection.
Looking ahead, we expect this paradox to persist. AI will be key to scaling CX in contact centers, but it requires a measured approach.
Organizations must first demonstrate clear ROI through proven automation use cases before advancing to more complex implementations. Those that strike the right balance, maximizing innovation while minimizing operational and financial friction, will deliver meaningful, loyalty-driving CXs.
LET’ S DRILL DEEPER INTO CX AND LOYALTY. IS THAT OFT-MADE ASSERTION CUSTOMERS WILL LEAVE COMPANIES BECAUSE OF POOR CXS. ISN’ T THAT BASED MOSTLY ON SURVEYS? WHAT ABOUT ACTUAL SALES / REVENUES / MARKET SHARE? IS IT NOT TRUE:
--Companies know / watch what their competitors are doing and react accordingly, resulting in very little differences between them / their offerings?
--Companies strive, and when feasible, make their products / services sticky?
--Customers may complain and threaten to leave but remain loyal for convenience, price, and inertia reasons?
RB: We surveyed 5,000 consumers for our State of Customer Experience research and found that 78 % say they’ re likely to switch to a competitor after one terrible experience, up from 67 % last year. These growing numbers show that companies face risks when they fall short of meeting CX expectations.
8 CONTACT CENTER PIPELINE