Artificial intelligence (AI) is reshaping the contact center, with 50% of organizations increasing investment in 2025. Customers now benefit from enhanced self-service, seamless interactions, and 24/7 support, while agents face a shift toward handling more complex issues as AI takes over routine tasks.
CCW Digital research shows 57% of CX leaders trust AI agents to resolve customer problems more effectively than a year ago, highlighting growing reliance on automation. This report examines how organizations can prepare employees through upskilling, training, and new strategies to ensure meaningful customer experiences in an AI-powered era.
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