2025 November Market Study: Tech vs. Humanity: Redefining The Agent Role

AI will elevate rather than eliminate humanity.

Thought leaders have enthusiastically trumpeted this concept, and research confirms that executives have widely embraced it.

But will employees and consumers actually experience it? Will they actually enjoy a world in which technology is removing barriers to human connections?

To answer these questions, CCW Digital is thrilled to share its new market study “Technology vs. Humanity, Redefining the Agent Role.” Driven by in-depth research, it uncovers the present state of AI investments, the impending evolution of frontline customer interactions, and the future of the agent role. Topics include:

• Biggest AI wins and losses going into 2026
• Insight into whether AI or human agents should handle frontline interactions
• The cold, hard truth about whether employees have the skills (and excitement) for a world in which “AI handles simple issues and agents handle complex ones”
• Top employee experience pain points – and how they should impact your AI investments
• Critical steps for redefining contact center culture in the age of AI