The Hybrid CX Organization
AI isn’t replacing customer experience work. It’s redistributing it – and the most valuable human roles are only becoming more critical. Find out what 300 CX leaders across industries had to say about this seismic shift.
Three shifts reshaping the future of customer experience work
Click any trend to dig deeper into the data – and what it means for your organization.
More than 9 in 10 leaders say human-handled calls are growing more complex.
As AI absorbs the routine work, what's left in the human queue skews toward exceptions, sensitive issues, and high-value moments where judgment has never been more important.
89% of leaders see gains in productivity and decision-making. AI’s biggest win is making everyone inside the org better at their job.
The biggest impact AI is making in CX today is making the organization more efficient and data-driven.
81% cite integration complexity as the top barrier to AI adoption, and only 7% can access their own conversation data easily.
Leaders are being held back by what surrounds the technology — integration, data quality, accessibility.
What leaders should do next
precision
excellence
new AI work
infrastructure
Turn research into action
All the data, industry breakdowns, and the operational playbook for hybrid CX at scale.