CX Trends 2027
Beyond AI
Building what comes next
One experience with many moving parts.
Is your CX ready for what's next?
Great CX happens when every piece works together.
As AI continues to reshape CX, adoption alone is no longer a competitive advantage. The real opportunity lies in bringing the right capabilities together, embedding AI into the business, and turning investments into measurable value.
In 2027, keeping up with AI
won't be enough.
Organizations need to rethink how CX operates, where investments deliver value, and what needs to change to stay ahead.
The CX Trends 2027 report challenges conventional thinking and offers fresh perspectives to help CX leaders question assumptions, rethink priorities, and identify new opportunities for their organizations.
Discover insights to:
Turn AI investments into measurable results.
Connect the pieces of CX to create more seamless, effective customer experiences.
Prepare your organization for what's next with stronger governance and a workforce ready to evolve.
The numbers tell a bigger story.
From rising AI costs to gaps in data and workforce readiness, these findings reveal
the challenges CX leaders must address to turn ambition into business impact.
AI investments face growing pressure to prove their value
80%
of organizations expect ROI from AI initiatives.
Source: Everest Group
AI adoption can come with a higher cost
66%
of CX leaders reported net cost increases following AI adoption.
Source: The Great CX Reset, TTEC Digital and CX Dive.
AI projects risk falling short without the right data foundation
60%
of organizations will abandon AI projects unsupported by AI-ready data.
Source: Gartner
Leadership readiness is another challenge
68%
of CX leaders believe supervisors and managers aren't yet prepared to manage the next-generation associate.
Source: CCW Digital
