Market Study: State of Generative & Agentic AI
Will 2025 be the year in which AI truly transforms the contact center? Or, will the 2026 iteration of this market study open with a similar rant?
To understand the state of AI, including today’s wins and losses and tomorrow’s goals and hesitations, CCW Digital conducted in-depth research. The research informs this exclusive Market Study and reveals:
- The top AI investment priorities shaping customer service in 2025
- How contact center leaders truly feel about their AI investments this year
- The ongoing struggle between AI automation and customer expectations
- How Agentic AI could redefine self-service and customer engagement
- The delicate balance between AI efficiency and the human touch
- What’s holding businesses back from full AI adoption – and how to overcome it
CLICK HERE to read the study
Also, you can return to the March 2025 newsletter Here!