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The great CX reset

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AI promised to make CX more cost-efficient. The results tell a different story.

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Percentage of CX leaders who say that their AI investments have led to measurable cost reductions. (TTEC Digital + CX Dive, 2026)

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To find out why, TTEC Digital and CX Dive surveyed 150 CX, contact center, and IT leaders on the front lines of AI adoption. Their answers point to a common root cause: organizations are layering next-level intelligence onto operating models built for a different era.

>68%

Organizations that describe their CX operating model as "partially modernized with major gaps" or still "pre-AI" altogether. (TTEC Digital + CX Dive, 2026)

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Three operating gaps surfaced again and again:

  1. Technology Platforms look connected, but not in the ways AI needs to perform.
  2. Skills CX teams lack the range of specialized expertise to turn AI ideas into scalable solutions.
  3. Data readiness Poor hygiene and weak governance keep capping what AI can deliver.

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Get the full findings to benchmark your AI progress against 150 peers and see how leading CX teams are restructuring their processes and talent to turn AI potential into actual ROI.

Download the report

TTEC Digital