As high as 99% of organizations are maintaining or increasing their AI spend. To most, this would seem to be a positive sign for better customer experience.
However, the results tell a different story. According to CCW Digital research, 56% of customers state that experiences are the same or worse than they were last year. While AI has all the promise to support better experiences, most organizations' operating models are actively keeping them from realizing that potential.
CCW Digital research demonstrates how widespread a problem tool-led tech stacks have become with 60% of organizations increasing their use of disparate contact center products and tools over the past three years.
The result is a phenomenon NiCE's Andy Traba, Vice President of Product Marketing, calls the Frankenstack, "A collection of disconnected AI tools, bots and point solutions stitched together over the years, where every piece does its own job and none of them learn from one another or operate as a system."
It is an increasingly accurate description of where most businesses stand today; each tool works individually, but none of them are compounding intelligence, insights, or value together. Unifying that stack isn't a metaphor; it's an architectural claim. A single coordinating layer connects interactions, AI models, workflows, and business systems in real time, so a service issue, a system alert, or a complaint buried in a recorded call all move through that one layer rather than ricocheting between disconnected tools.
This report highlights the root cause of this growing disparity and unpacks new insight into how contact centers can unlock the intelligence they already have. It will also showcase key challenges and opportunities that separate the organizations compounding true value from AI from the ones stuck navigating the growing complexities of point solutions.
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