Balancing AI and Human Agents in Modern Customer Experience

This CCW Digital market study provides data-backed insights into how artificial intelligence is reshaping customer contact operations and the evolving role of human agents in contact centers. Based on input from senior leaders in customer experience, operations, and IT, the report highlights current AI adoption trends, challenges organizations face in operational readiness, and how AI-human collaboration is driving improvements in efficiency, analytics, and experience quality.

The study identifies key opportunities for organizations to harness AI to automate routine interactions, enhance agent effectiveness, and improve customer satisfaction without replacing the human element that drives trust and brand loyalty. Executive decision-makers will gain practical guidance on aligning AI strategy with business goals and operational priorities.