CX Trends Report 2027
STOP! Before you make 2027 plans, read this.
Six CX trends will shape 2027, so before you plan your investments, find out what they are. Hint: simply investing in AI won't be enough to secure a competitive advantage.
The numbers tell a bigger story.
From rising AI costs to gaps in data and workforce readiness, these trends reveal the challenges CX leaders need to address in 2027.
of organizations expect ROI from AI initiatives.
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of CX leaders reported net cost increases following AI adoption.
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of organizations will abandon AI projects unsupported by AI-ready data.
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Sources: Everest Group, The great CX reset, TTEC Digital and CX Dive, Gartner
A big CX shift is coming. Are you ready?
In 2027, it won't be enough for your chatbot to simply answer a question. It won't be enough to have lots of data at your fingertips. And it certainly won't be enough to design customer journeys only for human customers.
The next year promises big changes. This report can help you be ready.
Get answers to:
- Why AI investments aren't delivering ROI like they should and what to do.
- Why customers are getting more frustrated than ever before.
- Why so many AI pilots are still failing.
