PHOENIX, ARIZONA, US, July 14, 2026 — As organizations race to integrate AI into the customer journey, customer experience (CX) leaders are grappling with a new challenge: maintaining trust while accelerating innovation. New research from Execs In The Know’s 2026 CX Leaders Trends & Insights: Corporate Edition finds that two-thirds (67%) of contact centers now use some form of AI — yet leaders are shifting their focus from cost savings to outcomes, increasingly measuring success by resolution, customer trust, and abandonment rather than deflection alone.

To address that challenge, Execs In The Know today announced the speaker lineup for Customer Response Summit (CRS) Scottsdale under the theme, Customer Assurance: Leading the Next CX Advantage, a premier gathering of CX leaders from the world’s top corporate brands, taking place September 30–October 2, 2026, at The Phoenician in Scottsdale, Arizona.

The event will feature keynote presentations and executive-led discussions focused on responsible AI adoption, leadership resilience, customer trust, and the strategies brands are using to create assurance at every stage of the customer journey.

Featured Keynote Speakers

CRS Scottsdale will feature four main stage keynotes from executives who are redefining what CX leadership looks like.

• Julio Lopez, Vice President of Sales Enablement, Global Reservations at The Ritz-Carlton Yacht Collection, will deliver a keynote highlighting leadership lessons and customer experience strategies from one of the world’s premier luxury hospitality brands.
• Todd Sale, Senior Vice President, Customer Experience at Corpay will explore why emotional regulation, self-awareness, and inner resilience have become critical leadership skills for guiding teams through uncertainty, change, and the rapid impact of AI on the workplace.
• Phoebe Schultz, Vice President, Customer Experience Operations at Zillow, will share how the company transformed a fragmented support ecosystem into a unified, AI-enabled self-service experience that reduces customer friction, strengthens trust, and delivers more personalized support at scale.
• Julie Weingardt, Chief Operations Officer at Turo, will address the growing gap between customer satisfaction metrics and customer reality, highlighting why trust has become the defining factor in long-term loyalty.

Featured Panel Speakers

In addition to the four keynote speakers, the conference will feature main stage panel discussions from CX leaders at some of the world’s most recognized brands, including: Travelzoo, Microsoft, Cox, Intuit, Priceline, YETI, and more.

These speakers will join a broader roster of CX executives sharing candid insights of building Customer Assurance on AI through the agent’s eyes, channel strategy, the contact center workforce, measuring what matters in CX, leadership wellness, and operationalizing customer feedback.

“Customer Assurance has become one of the most important strategic priorities facing CX leaders today,” said Susan McDaniel, COO and Co-Founder of Execs In The Know. “AI may change how we serve customers, but it can never replace the trust that earns their loyalty. CRS Scottsdale is designed to help leaders build the trust, confidence, and operational excellence required to thrive in this environment.”

About Customer Response Summit (CRS)

For more than 15 years, CRS has brought together senior customer experience leaders from many of the world’s most recognized brands to share ideas, tackle challenges, and explore what’s next in CX. Designed exclusively for corporate practitioners, CRS delivers real-world insights through practitioner-led keynotes, interactive discussions, peer-to-peer learning, and curated networking opportunities.

Attendees gain access to candid conversations with fellow leaders, discover innovative solutions shaping the future of customer experience, and build meaningful relationships that extend well beyond the event. Past attendees have represented organizations including Google, Grubhub, Microsoft, MLB, T-Mobile, American Airlines, Staples, Ulta Beauty, Uber, Michael Kors, YETI, Walmart, Target, Visa, Peloton, The Home Depot, and many others.

Learn more about the agenda details, speaker information, venue, and registration, visit: https://execsintheknow.com/events/customer-response-summit-scottsdale-2026/

About Execs In The Know  

Execs In The Know brings together customer experience (CX) leaders from across industries in an effort to advance the conversation and set a new agenda for delivering amazing experiences for consumers. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage to innovate. Operating under the motto, “Leaders Learning from Leaders,” Execs In The Know facilitates many opportunities for community engagement, such as its bi-annual national Customer Response Summit and private, online community, Know It All “KIA.” There are also exclusive, laser-focused engagements like industry briefings and executive roundtables. Execs In The Know also guides and informs the industry with a rich tapestry of CX-related content that includes CX Insight magazine, industry research, webinars, blogs, and much more. For more information, visit Execs In The Know’s website.

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A new research report from Execs In The Know, CX Agent Insights: Perspectives from the Front Line, changes that. Based on a 33-question survey of 107 contact center agents across internal and outsourced environments, it delivers something rare: an unfiltered, data-driven look at what agents actually experience, what motivates them, and what’s holding them back.

A Workforce That Genuinely Wants to Succeed

Here’s the good news: your agents care. A lot.

An overwhelming 88% of agents surveyed report being passionate about the brands they represent, and 82% say they’re satisfied in their roles. Nearly 9 in 10 believe their organization is committed to putting the customer first. This isn’t a disengaged workforce waiting for the clock to run out; it’s a motivated group of professionals who want to do meaningful work and do it well.

In fact, 67% of agents say they plan to stay and grow within the contact center industry in the long term. That’s a workforce with real tenure potential, and a real appetite for investment. So if agents are engaged and aligned, what’s the problem?

Tools, systems, and technology that simply aren’t keeping up with job demands.

Your Agents Want Faster, More Reliable Tools

When agents were asked what area of their contact center operation most needed improvement, technology ranked first, cited by 24% of respondents. Only 40% say they’re very satisfied with the technology they use day-to-day. Just 50% report that their systems integrate well and work seamlessly together. And when asked what single technology improvement would make the biggest difference in their work, the answer wasn’t AI or fancy new features; it was faster, more reliable tools, named by 54% of respondents.

The picture that emerges is of a capable, committed workforce operating with one hand tied behind its back. Agent performance isn’t capped by motivation; it’s capped by the operational environment around them.

The Hidden Risk: Career Clarity

There’s another gap that the research surfaces that deserves attention. While 67% of agents plan to grow in the field, only 47% feel their organization provides clear career paths and advancement opportunities. For a workforce that’s experienced (45% have five or more years in the role), that disconnect is a retention risk hiding in plain sight.

Agents are willing to commit. Organizations need to show they’re willing to invest in return.

What This Means for CX Leaders

The research is clear on one thing: improving CX outcomes starts with improving the agent experience. Not through perks or culture programs alone, but through faster systems, better integration, clearer career frameworks, and feedback loops that actually lead to visible change.

Ready to see the full picture? The complete CX Agent Insights: Perspectives from the Front Line report is packed with data, analysis, and actionable insights across hiring, satisfaction, technology, and operational strategy.

Read and Download the Full Report →

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Consumers Still Favor Live Agents, but the Gap Is Closing

When consumers were asked to compare their interactions with live agents versus AI-powered agents, the preference for humans was clear: 68% rated live agent interactions as “Better” or “Much Better.” By contrast, only 53% said the same about AI-powered agents when compared to their human counterparts.

That’s a meaningful gap. But here’s what’s equally telling: 71% of consumers said they feel neutral or better about AI as their first point of contact when seeking customer care help. Consumer openness to AI isn’t just growing; it’s accelerating.

So what’s driving that tension between preference and openness? It comes down to expectations.

Performance Over Personality

One of the most striking findings in the research is what consumers actually want from AI. While live agents are expected to bring warmth, empathy, and a human touch, AI is held to a different standard entirely.

Consumers ranked “Being Highly Knowledgeable and Accurate” (14%) and “Being Efficient/Quick” (13%) as the top areas where AI-powered agents perform best. Empathy and fairness? Those lagged significantly behind.

The message is clear: consumers aren’t asking AI to act human. They’re asking it to work.

Complexity Changes Everything

Where consumers draw the line most sharply is around issue complexity. For simple tasks (paying a bill, updating account information), the preference split between live and AI agents is nearly even (52% vs. 48%). But when the issue gets complicated?

58% of consumers prefer a live agent for complex issues, and a striking 81% say access to a live agent is “Extremely Important” or “Somewhat Important” in those moments.

This isn’t just a preference; it’s a signal. When the stakes are higher, consumers want a human who can exercise judgment, show empathy, and navigate nuance. AI’s current capabilities in problem-solving simply haven’t earned that level of trust yet.

What Live Agents Need to Get Better At

The research doesn’t let live agents off the hook either. When consumers were asked which soft skills are most critical for human agents to provide excellent care, “Effective Problem-Solving” (16%) and “Being Highly Knowledgeable” (15%) topped the list.

Here’s the catch: those same skills ranked near the bottom when consumers were asked where live agents are currently performing best. That gap between expectation and reality is an opportunity, and a warning, for any brand investing in contact center training.

The Bigger Picture for CX Leaders

The research makes one thing unmistakably clear: the future of customer experience isn’t human or AI. It’s human and AI working together in ways deliberately designed around what consumers actually need at each stage of their journey.

AI excels at speed, availability, and accuracy. Live agents excel at judgment, empathy, and complex resolution. The organizations that figure out how to orchestrate these strengths (matching the right interaction type to the right resource at the right moment) will be the ones that win on customer experience.

The full report goes deep on soft skill differentials, consumer comfort with AI mimicking human qualities, the impact of language and accent barriers, and specific action items for CX leaders.

Download the Full Report →

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As consumer use of AI-powered and self-help solutions continues to expand, CX leaders are increasingly focused on resolution, abandonment, and measurable ROI rather than containment alone. Although digital and AI-powered channels continue to grow, phone-based support still dominates a massive portion of contact volume, and many brands still struggle to deliver seamless experiences across blended journeys. The research suggests that the next phase of CX leadership will be defined not by how much automation exists, but by how intelligently it is governed and how seamlessly channels work together.

“AI is no longer experimental — it’s operational,” said Susan McDaniel, Co-Founder and COO of Execs In The Know. “But what this research makes clear is that adoption alone isn’t enough. The brands that succeed will be those that simplify journeys and ensure automation complements — rather than replaces — live-assisted support.”

Some of the most notable findings from this new research include:

• AI adoption within the contact center has more than doubled since 2022, with 67% of organizations now using AI, and another 24% planning to do so soon.
• Consumers are increasingly navigating multichannel journeys, yet only 11% of CX leaders feel their organization delivers a seamless experience.
• Self-help and AI-powered resolution are scaling, with 35% of brands now resolving 20–60% of total volume through self-help, up from just 13% in 2024.

The 2026 CX Leaders Trends & Insights: Corporate Edition report, along with the entire Execs In The Know CX research library, including past Consumer and Corporate Editions, is accessible on the CX Research portion of the Execs In The Know website.

About Execs In The Know  

Execs In The Know brings together customer experience (CX) leaders from across industries in an effort to advance the conversation and set a new agenda for delivering amazing experiences for consumers. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage to innovate. Operating under the motto, “Leaders Learning From Leaders,” Execs In The Know facilitates many opportunities for community engagement, such as its bi-annual national Customer Response Summit and private, online community, Know It All “KIA.” There are also exclusive, laser-focused engagements like industry briefings and executive roundtables. Execs In The Know also guides and informs the industry with a rich tapestry of CX-related content that includes CX Insight magazine, industry research, webinars, blogs, and much more. For more information, visit Execs In The Know’s website.

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Agentic artificial intelligence (AI) represents a defining moment for customer experience (CX) transformation. Unlike traditional automation or FAQ-driven bots, agentic systems can understand intent, initiate and complete multi-step tasks, learn from outcomes, and support both human agents and customers in real time. Done well, agentic AI becomes an orchestration layer rather than a gatekeeper, giving frontline teams more time, clarity, and emotional bandwidth to focus on high-value engagements. 

But as this technology accelerates, one core tension has become visible: customer adoption is rising rapidly, and trust is not keeping pace. 

AI Adoption Is Growing — Trust Is Not 

Across consumer segments, more people are using AI for everyday interactions, from billing disputes and troubleshooting to scheduling, subscription management, account changes, and proactive alerts. Younger demographics are especially comfortable using AI as a first-touch resolution tool, and many report positive experiences when systems are intuitive, fast, and accurate.  

Yet our latest research report, Ethics, Adoption, and Opinion: Consumer Perspectives on AI for CX, developed in partnership with Microsoft, reveals a paradox every CX leader needs to understand.   

Consumer perception of companies that expand AI usage has shifted more negatively since 2023, even as adoption has grown. Consumers are demonstrating apparent willingness to engage with AI, but they are also becoming more critical, more discerning, and more vocal about where AI succeeds and where it falls short. 

Three patterns now define consumer confidence:

• Ease of use 
• Accuracy and comprehension 
• Access to a human when needed 

If AI is clear, fast, contextual, and correct, trust builds quickly. If it misunderstands intent, over-routes, forces repetitive clarification, or blocks escalation, trust erodes almost instantly. 

The research is conclusive: customers are not resistant to AI. They are resistant to feeling misunderstood, constrained, or unsupported. 

Performance Expectations Have Changed

The modern consumer no longer evaluates AI by novelty or interface sophistication. They assess it by outcome:

• Did it resolve the issue correctly on the first attempt? 
• Did it reduce friction rather than add it? 
• Did it feel transparent, respectful, and human-aware? 
• Could they reach a live agent without a battle? 

Agentic AI is uniquely positioned to meet these expectations because it enables complex, end-to-end orchestration without requiring the customer to navigate menus, repeat information, or wait for callbacks. The breakthrough is not automation; it is continuity, intelligence, and context. 

But one insight stands above the rest: Accuracy and comprehension are now the baseline for trust.

Customers are not rejecting AI. They are rejecting bad AI that creates friction or uncertainty. 

If the system cannot reliably understand intent, interpret nuance, or distinguish between routine and high-risk scenarios, the overall experience will feel unstable, even if the interface is polished.

Consumer Concerns Have Expanded Beyond CX

In 2023, most AI concerns centered on traditional CX frustrations:

• Lack of accuracy 
• Poor escalation paths 
• Scripted or robotic tone 
• Dead-ends or data repetition 
• Excessive containment 

In 2025, concerns have expanded. Consumers now raise broader questions about:

• Data ethics and privacy 
• Transparency in how systems learn 
• Fairness, safety, and information accuracy 
• Job displacement and societal impact 
• Automated decision-making beyond customer care  

77% of consumers say understanding a company’s AI ethics is extremely or very important.

Trust in AI is no longer a single-channel sentiment. It is a holistic reflection of how AI shows up in life, at work, in media, and in society. CX leaders suddenly find themselves shaping not only service interactions, but consumer perception of AI as a whole.

That is a powerful responsibility and a pivotal opportunity.

Human + AI: A Balanced Design Philosophy

The most forward-looking CX organizations are no longer pursuing automation as a replacement strategy. They are building orchestration models where agentic AI handles complexity, repetition, and structured tasks, while humans focus on emotional connection, judgment, and exception handling.

Examples of where agentic AI excels:

• Authentication and verification 
• Form completion and policy exploration 
• Billing adjustments or subscription changes 
• Claims intake and scheduling 
• Complex information retrieval 
• Routine troubleshooting or process navigation  

Examples of where human connection is irreplaceable:

• Moments of emotion, well-being, or vulnerability 
• Multi-party decisions with financial or personal impact 
• Situations where empathy, reassurance, or nuance matter 
• Escalations where accuracy alone is insufficient 
• Long-term loyalty building

AI should assist, not replace agents. When consumers know that help is available without friction, their willingness to use AI grows dramatically. Agentic systems build trust not by being perfect, but by being clear, capable, honest, and safely hand-off ready.

Responsible Adoption: A Leadership Framework

Responsible AI adoption is rapidly becoming a leadership imperative. As organizations introduce agentic capabilities, they must think not just about performance, but about:

• Confidence thresholds 
• Model improvement and governance 
• Transparency in intent and escalation 
• Data lineage and ethical learning 
• Human enablement and emotional well-being  

The most effective organizations are developing internal criteria to answer two essential questions:

1. Should this interaction be automated? 
2. Under what conditions, escalation paths, and quality controls?

This alignment transforms AI deployment from a technology decision into a trust and experience discipline.

A New Playbook for the Modern Contact Center

Agentic AI invites leaders to rethink service not as a queue, but as a dynamic engagement ecosystem. Contact centers that embrace this model are discovering:

• Deeper loyalty driven by reduced effort and increased accuracy 
• Higher agent satisfaction as cognitive load decreases 
• Faster knowledge cycles and lower error rates 
• Greater ability to prevent, not just resolve, issues 
• More relationship-building conversations and value creation 
• Clearer insight into behavioral patterns, needs, and sentiment

The contact center becomes a growth engine, not just a cost center. When automation handles complexity and humans focus on connection, both the business and the customer experience gain a strategic advantage.

Download the New Research 

Our brand-new research volume, developed in partnership with Microsoft: Ethics, Adoption, and Opinion: Consumer Perspectives on AI for CX, reveals groundbreaking consumer data and insight that CX leaders need to understand, including:

• Generational comfort gaps that shape channel preference, AI adoption patterns, and willingness to self-serve 
• Consumer concerns are expanding beyond CX, into ethics, data transparency, fairness, and workplace implications 
• Higher performance expectations, where AI must be not just fast but intelligent, accurate, and friction-free 
• Trust levers that matter most: accuracy, comprehension, transparency, and the right balance between AI and humans  

This research explores the widening trust gap, why it matters, and how CX organizations can design AI-powered experiences that feel reliable, respectful, and customer-centric.

You can download the full report here.

Experience the Research Live in Dallas — January 29, 2026

Be among the first to experience these insights in person, ask questions, and explore how other CX leaders are designing responsible, trust-centric AI.

We’re bringing our newest CX findings to Dallas, featuring:

• Exclusive analysis from our latest research 
• Real-world implications for AI adoption 
• Moderated, executive-level discussion led by Execs In The Know’s President & Co-Founder Chad McDaniel  

Where: Dallas, TX, at the Microsoft Innovation Hub
When: Thursday, January 29, 2026

Seats are limited. Register today. 

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“This research makes it clear that convenience and empathy must go hand in hand,” said Susan McDaniel, Co-Founder and COO of Execs In The Know. “While it’s true that more consumers are embracing digital and self-help channels, they continue to place high value on the ability to speak with a live agent if needed. And based on new DEI-related findings, inclusive practices are incredibly important to consumers of all ages. Brands that can deliver on both fronts will earn lasting trust and loyalty, enjoying a definitive leg up on the competition.” 

Some of the most notable findings from this new research include: 

• Text-based channels (Email, Online Chat, SMS) continue to gain traction, while use of Phone and Iin-person Iinteractions further decline, though consumers over age 60 remain strong advocates of Voice-Based support. 

• Self-help adoption (for all purposes) surged from 55% in 2024 to 78% in 2025, with resolution rates improving to 81%. Yet, 52% of consumers report abandoning self-help tools “Often” or “Always” due to poor usability or inadequate outcomes. 

• 75% of consumers have or would avoid doing business with a company if they disagreed with that company on matters related to DEI. 

The 2025 CX Leaders Trends & Insights: Consumer Edition report was developed in partnership with Transcom.  The entire CX Leaders Trends and Insights research series, including past Consumer and Corporate Editions, is accessible on the CX Research portion of the Execs In The Know website.   

About Execs In The Know 

Execs In The Know brings together customer experience (CX) leaders from across industries to advance the conversation and drive innovation in CX. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage in a collaborative environment. Through bi-annual Customer Response Summits, private executive communities, industry briefings, and exclusive research reports, Execs In The Know helps organizations deliver exceptional customer-first experiences. 

For more information and to download the full report, visit ExecsInTheKnow.com. 

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As organizations continue their race toward digital transformation, our latest research report, the 2025 CX Leaders Trends & Insights: Corporate Edition in partnership with TELUS Digital, dives into the numbers, challenges, and opportunities shaping the future of CX.

Below, we spotlight five critical areas that should be on every CX leader’s radar.

1. AI Adoption: Accelerating but Not Replacing Human Support

It’s official: AI is no longer a futuristic concept. It’s here, embedded in nearly every CX operation. Ninety percent of brands have either already deployed AI or plan to do so soon, up from 61 percent just two years ago. But here’s the catch: More than half of CX leaders say their customers’ inquiries remain too complex for self-service.

So, what does this mean for your AI strategy? Are you automating wisely, or are your customers getting stuck in frustrating loops? The data suggests that success isn’t just about AI. It’s about blending automation with human-led, empathetic support.

2. The Legacy Systems Dilemma: A Barrier to Seamless CX

We hear it in boardrooms, in strategy meetings, and now in the data: Legacy systems are still the number-one obstacle preventing CX teams from delivering better experiences. Forty-two percent named Legacy Systems/Processes/Tools as the single biggest challenge facing CX operations.

Are you still working around old tools, or is it time to make the case for a long-overdue system upgrade? If your competitors are investing in unified, AI-driven platforms, can you afford not to?

3. The Omnichannel Imperative: Consistency Across Touchpoints

Customers don’t see “channels.” They see one brand. And yet, 74 percent of CX leaders expect to invest in new technology this year to improve cross-channel consistency.

This signals a major shift: While brands once focused on offering more channels, they’re now prioritizing seamless movement across them, reducing the frustration of repeating information or getting lost between automated and human-assisted support.

Ask yourself: When customers switch from chat to phone, do they have to start from scratch? Do your data and systems make those transitions feel natural or like a frustrating game of hot potato?

4. CX KPIs Are on the Rise, but Can You Prove ROI?

Encouragingly, 68 percent of brands report improving their CX KPIs over the past 12 months, the highest percentage recorded since 2021. But with CX increasingly under executive scrutiny, it’s no longer enough to say your metrics are better; leaders must prove how those improvements drive revenue, retention, and loyalty.

Does your team have a clear ROI story? Or are you still measuring success in a way that resonates with CX teams but not the C-suite?

5. Culture & CX: The Missing Link?

Perhaps the most promising finding: Fifty-eight percent of CX leaders now believe their company culture aligns with a customer-first mindset, the highest level since 2018.

But what about the other 42 percent? If customer experience still feels like a siloed function rather than a company-wide commitment, how do you change that narrative internally?

The Takeaway: Are You Keeping Up?

CX is evolving at a breakneck pace. AI is transforming operations but not replacing the need for human connection. Legacy systems are holding brands back, but those investing in unified technology are gaining an edge. KPIs are improving, but proving CX’s business impact remains critical.

Want the full story? Download the complete research report for deeper insights, data-backed strategies, and expert perspectives from top CX leaders.

→ Get the Report Now

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AI is Meeting—and Exceeding—Expectations

It’s no surprise that many organizations are turning to AI to enhance their customer service capabilities. According to the report, nearly 70 percent of companies implementing AI solutions found that the technology either met or exceeded expectations. Specifically, 46 percent reported their expectations were fully met, while seven percent of organizations stated that AI-powered solutions even surpassed what they had hoped for.

This is an encouraging sign for brands considering AI-driven CX—especially as AI technology continues to evolve and improve.

AI’s Impact on Customer Satisfaction is Undeniable

One of the most promising outcomes from the report is AI’s positive influence on customer satisfaction (CSAT) scores. An impressive 35 percent of companies saw a noticeable increase in their CSAT scores after integrating AI into their operations. More than half (53 percent) saw no significant change, suggesting that while AI hasn’t led to drastic CSAT improvements in all cases, it also hasn’t harmed it. This stability offers peace of mind for organizations concerned about the possible risks of AI adoption.

Customers Are Embracing AI

Customer receptiveness to AI is often a top concern when it comes to launching these technologies in contact centers. The report’s findings show that fears of customers rejecting AI-driven interactions may be overblown. In fact, 32 percent of companies reported that their customers were somewhat receptive, while eight percent stated that their customers were very receptive to AI solutions.

Only four percent of respondents reported a somewhat resistant customer reaction, indicating that customers are not only ready for AI in the contact center but are embracing it.

AI Deployment Has Just Begun—Is Your Brand Ready?

Despite the promising results from AI adopters, 32 percent of companies have yet to deploy AI-powered CX technologies. Of those that have, 29 percent said they are currently in the process of rolling out these tools, and 17 percent are still in the pilot phase. This data highlights that while many organizations are at various stages of their AI journey, there’s a substantial opportunity for those that are yet to adopt these technologies.

The Impact on Headcount

As generative AI-powered CX technologies continue to be implemented across industries, one of the major concerns for many organizations is how these advancements will impact staffing. Will AI lead to a reduction in workforce or even replace employees entirely?

According to the findings, 41 percent of organizations reported no decrease in headcount due to AI adoption, and importantly, they do not expect one in the near future. This demonstrates that while AI is indeed transformative, it doesn’t necessarily equate to fewer jobs. In fact, it is reshaping roles rather than eliminating them.

For 29 percent of organizations, there has been no decrease in headcount yet, but they do anticipate a reduction in the future. This highlights a trend where AI is gradually taking on repetitive or manual tasks, which could streamline operations and potentially reduce the need for certain roles. However, this doesn’t imply a sudden or immediate shift in staffing.

Interestingly, seven percent of companies reported that the implementation of AI actually led to an increase in headcount. As AI-powered technologies take over simple tasks, the need for more strategic, higher-level roles grows. Organizations may need to hire employees with specialized skills to manage and optimize these AI tools, as well as to focus on more complex customer interactions that require a human touch.

On the other hand, 19 percent of organizations experienced a modest decrease in staff as a result of AI deployment, while four percent saw a dramatic decrease. These companies are using AI to reduce manual workloads and may have streamlined certain functions. However, these figures show that for the majority, job displacement due to AI is not as prevalent as some might have feared.

The key takeaway? While AI is transforming how we work, it’s not necessarily leading to widespread job loss. Instead, it’s paving the way for a more efficient workforce, where AI handles routine tasks, and employees can focus on more meaningful and impactful work. If your organization is weighing the decision to adopt AI, now may be the time to consider how these technologies can complement, rather than replace, your existing team.

Expectations vs. Reality: How AI Solutions Stack Up

A closer look at organizations that have launched AI-powered CX solutions reveals a largely positive alignment between expectations and reality. A solid 46 percent reported that their expectations were fully met, and seven percent said the technology exceeded what was promised.

While 14 percent noted that AI solutions fell short of their expectations, the positive feedback far outweighs this minor percentage, underscoring AI’s potential to transform the contact center.

Ready to Dive Deeper?

These key insights from The State of the Tech: AI in the Contact Center report only scratch the surface of what AI can do for customer experience. Whether you’re considering AI for the first time or looking to expand your current AI capabilities, this report is packed with data and insights to help guide your strategy.

Download the full report today to discover the full picture and learn how your organization can capitalize on the power of AI in CX.

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But why is it that consumers with limited awareness of AI seem more open to its integration? And how can brands leverage this insight to educate and engage those who are already familiar with AI, particularly in terms of its impact on efficiency, accuracy, and ease in CX?

The Unaware Consumer

The research reveals that 44% of “unaware” consumers—those who are less knowledgeable about AI—express a positive sentiment toward brands using AI to resolve customer care issues, compared to only 31% of “aware” consumers. This is a significant divergence, one that begs the question: why are those who know less about AI more likely to trust it?

One possible explanation is that unaware consumers approach AI with fewer preconceived notions and biases. Without the weight of media narratives or industry jargon, these consumers may simply appreciate AI for its convenience and problem-solving abilities rather than scrutinizing it through a lens of skepticism. In contrast, those who are more aware of AI might be more critical, perhaps due to concerns about privacy, job security, or ethical implications.

This insight should serve as a wake-up call for brands: there is a need to balance education with reassurance. While it’s important to inform consumers about AI, overloading them with technical details or highlighting potential downsides can inadvertently cause fear and resistance.

Educating the Aware: A Strategic Approach

For brands aiming to engage consumers who are already aware of AI, the challenge is to shift the conversation from fear and skepticism to understanding and acceptance.

Here are a few strategies to consider:

1. Focus on Tangible Benefits: Highlight how AI improves CX by increasing efficiency, ensuring accuracy, and providing ease of use. Consumers are more likely to embrace AI if they see clear, immediate benefits in their interactions with a brand. For instance, emphasizing how AI reduces wait times or enhances the precision of responses can help shift the narrative.
2. Address Concerns Head-On: Transparency is key. Brands should openly discuss the ethical implications, potential biases, and security measures associated with AI. By doing so, they can build trust and demonstrate that they are not only aware of these issues but are actively working to mitigate them.
3. Humanize the AI Experience: Consumers value human interaction, especially in complex or emotionally charged situations. A hybrid approach, where AI handles routine inquiries and seamlessly transitions to human agents when necessary, can offer the best of both worlds. This approach reassures consumers that while AI is present, it’s not a replacement for the human touch.
4. Leverage Positive Case Studies: Share success stories where AI has significantly improved customer satisfaction. These stories can be powerful tools to illustrate AI’s potential when implemented thoughtfully.

A New Era of CX

As AI continues to evolve, so too must the strategies brands use to integrate it into their CX efforts. By understanding the differing perceptions between aware and unaware consumers, brands can tailor their messaging and approach to foster greater acceptance and trust. Ultimately, the goal is to create an AI-powered CX that is not only efficient and accurate but also resonates with the human values that consumers hold dear.

Download and read the full Artificial Intelligence for CX: Exploring Consumer Perceptions report for more key insights into optimizing your AI strategies in the CX space.

The post Embracing AI in CX – Why Unaware Consumers Are Leading the Way appeared first on Execs In The Know.

The research is a must-read, not only for CX leaders looking to understand the position of their peers but also for BPOs looking to better match their offering to the needs and expectations of buyers of their products and services.

Outsourcing isn’t just a cost-cutting measure—it’s a game-changer in CX. As global dynamics shift and customer demands intensify, outsourcing’s strategic importance has never been greater. Are you ready to embrace the future of outsourcing and transform your organization?

Let’s explore the key outsourcing insights and what they mean for your organization.

Cost Reduction: A Core Driver

Imagine a bustling boardroom where outsourcing decisions that shape the future are being made. The discussion often circles back to a powerful incentive: cost reduction. For many CX leaders, this isn’t merely a budgeting exercise but a strategic maneuver to keep their organizations competitive and agile in a fast-paced market.

Outsourcing offers a lifeline to companies aiming to streamline operations and reallocate resources more efficiently. By outsourcing non-core activities, organizations can focus on their strengths, innovate, and adapt to market changes without the burden of excessive overheads. It’s a critical lever that not only impacts the bottom line but also drives strategic growth and operational excellence.

Our report’s outsourcing insights found that 33% of CX leaders identify cost reduction as the primary goal of outsourcing. This sentiment is echoed by 30% of those considering outsourcing, underscoring its significance in strategic decision-making (Pages 14 and 17). The statistics reflect a broader trend where businesses are increasingly looking to outsourcing as a means to enhance financial health, maintain competitiveness, and foster a resilient business model.

In essence, cost reduction through outsourcing isn’t just about cutting expenses—it’s about transforming the organization into a leaner, more dynamic entity capable of seizing new opportunities and navigating challenges with greater agility.

Guarding Brand Equity: A Top Concern

Preserving brand integrity in outsourcing can feel like walking a tightrope. CX leaders are acutely aware that their brand’s reputation hinges on every customer interaction. This concern is paramount for 65% of leaders (Page 28), who worry about how well their partners represent the brand’s values and culture.

The stakes are high. Every outsourced interaction is a reflection of the brand itself, and any misalignment can erode customer trust and loyalty. Today, consumers have countless options, and a single negative experience can lead to significant brand damage.

So, how can we ensure outsourcing partners are more than just service providers but true brand ambassadors who embody a brand’s ethos in every interaction?

Here are just a few ways:

1. Rigorous Partner Selection: Look for partners with a proven track record of aligning with their clients’ brand values. This involves not just their operational capabilities but also their cultural fit and commitment to brand integrity.

2. Comprehensive Training Programs: Invest in training that goes beyond the basics. Outsourcing partners should receive in-depth education about the brand’s history, values, and customer expectations. This training should be ongoing, not a one-time event.

3. Continuous Monitoring and Feedback: Establish robust mechanisms for monitoring and providing feedback. Regular audits, customer satisfaction surveys, and real-time performance dashboards can help ensure that partners consistently meet brand standards.

4. Integrated Communication Channels: Maintain open and seamless communication channels between in-house teams and outsourcing partners. This integration ensures that partners are always updated on the latest brand strategies, promotions, and customer insights.

5. Shared Goals and Incentives: Align the goals and incentives of outsourcing partners with those of the brand. When partners share in the brand’s successes and are rewarded for upholding its values, they are more likely to act as genuine brand ambassadors.

6. Brand Immersion Experiences: Periodically, bring outsourcing team members in-house for immersive brand experiences. This could include visits to company headquarters, interactions with key brand leaders, and participation in brand events. These experiences help partners internalize the brand’s ethos.

By implementing these strategies, companies can transform their outsourcing partners into extensions of their own brand, ensuring that every customer interaction reflects the company’s core values and strengthens its reputation.

Willingness to Invest in Better Service

Now, let’s shift to a different boardroom scenario where leaders are not just looking at cost savings but at value creation and strategic investment.

According to our outsourcing insights, 60% of executives are willing to allocate more of their budget to access superior services and cutting-edge technologies (Page 32). This willingness marks a significant shift in how outsourcing is perceived—from a mere cost-saving measure to a crucial element of competitive advantage.

Investing in better service isn’t just about spending more; it’s about making smarter decisions that align with long-term business goals. Companies are recognizing that superior services and advanced technologies can drive innovation, improve customer satisfaction, and ultimately, enhance the overall customer experience. This strategic approach fosters a culture of continuous improvement and positions organizations to adapt swiftly to market changes and customer demands.

Moreover, this investment mindset is transforming the role of outsourcing partners. They are no longer viewed as external vendors but as strategic allies who contribute to the company’s success. By leveraging the expertise and capabilities of these partners, companies can focus on their core competencies while ensuring that their operational needs are met with the highest standards of excellence.

Flexibility, Quality, and Expertise

Consider a scenario where a global retail giant needs to scale up its customer support dramatically during the holiday season. Flexibility becomes the magic word. How can BPOs and organizations build models as agile and responsive as the markets they serve?

For 37% of leaders, the ability to adjust staffing levels swiftly and efficiently is a key reason to partner with BPOs (Page 7). This dynamic capability is not just about managing workloads but responding to ever-changing market demands. The emphasis on quality over cost underscores a profound shift in priorities. For 73% of CX leaders, agent performance and quality are non-negotiable when selecting a BPO partner (Page 23).

Preparing for Change

The future is not static; it’s a canvas of evolving strategies and shifting dynamics. Approximately half of the survey respondents are bracing for changes in their outsourcing arrangements within the next year, with 25-30% anticipating significant shifts (Page 13).

Adaptability is the key to survival and success in this dynamic business environment. As these changes loom, the critical question is: How can organizations and their BPO partners stay aligned and agile, ready to pivot and adapt to new challenges and opportunities? You can read and download the full report here.

To delve deeper into outsourcing insights like these, join us on August 6, 2024, for an exclusive CX Leaders Executive Outsourcing Briefing. This is your opportunity to connect with fellow industry leaders, share insights, and equip your organization with the knowledge to thrive in this dynamic environment.

Gain invaluable insights into the increasing role of BPOs, the latest industry challenges, and emerging innovations such as AI. Discover how successful organizations are not just outsourcing but also forming strategic partnerships that drive long-term value and customer satisfaction.

Don’t miss out on the chance to shape the future of your outsourcing strategy— learn more and reserve your spot today.

The post Beyond Cost Cutting: Key Outsourcing Insights from Corporate CX Leaders appeared first on Execs In The Know.