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.

Topics include:

• 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.