AI is a major player in the contact center space. From optimizing workflows to enhancing agent expertise, AI has transformed how the contact center operates across the board. Its potential can be seen in every aspect of the business, and contact center leaders recognize this — according to CCW Digital research, 99% of organizations are either maintaining or increasing their investment in AI this year.
With all of this excitement and hype, how are brands utilizing AI in 2025? What trends are driving this near universal interest in the technology? And how can leaders implement it in a meaningful way?
It is critical to move beyond the hype and recognize the value AI brings to the customer experience. By understanding how and where AI fits in, organizations can drive more productive transformation.
CCW Digital is thrilled to partner with NiCE to share AI trends for 2026 and discuss the future of technology in the contact center.
Michele Carlson, Director of Product Marketing at NiCE shares, “It all comes down to leading with confidence in this new era of AI. Customers are forming opinions quickly. CCW found that one-third already see AI improving their experience, while many remain cautious. The solution is a unified AI platform, where intelligence powers every workflow, interaction, and decision, turning data into actionable outcomes at enterprise scale.”
By prioritizing the most effective use cases and investing in platforms that unify data, insights and actions, organizations can establish an AI-powered experience that exceeds customer expectations.
