This report is meant to provide actionable data and insights on the AI trends, strategies, and practices that matter most to you and your customers.
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Agentic AI is transforming CX outcomes.
We surveyed over 600 CX leaders to uncover how AI is shaping customer support in 2025. The results are clear: agentic AI—AI that can take meaningful action, not just respond—is driving higher deflection rates, lower costs, and greater customer satisfaction across industries.
Agentic AI delivers better outcomes
Companies using agentic AI saw higher deflection rates, lower average resolution costs, improved customer satisfaction, and significant year-over-year gains in automation.
Multi-channel support is critical.
While chat volume is rising, voice support remains essential. Flexible, multi-channel strategies are key to meeting customer preferences, especially across different age groups.
AI adoption is accelerating—but challenges persist.
More teams are investing in dedicated AI solutions, but hurdles like legacy system integration, data privacy, and maintaining brand voice continue to shape the AI journey.
"CX leaders want AI that feels like their brand, shows empathy, and works across every channel. From what we’re seeing in the Benchmark Report, the companies getting the best results are using AI that doesn’t just answer questions but actually resolves issues, all while keeping that personal touch."
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