The trends shaping CX are here.

State of
Contact Centres 2025

Backed by insights from over 1,500 CX leaders, our latest research dives into the challenges, trends, and opportunities shaping CX in 2025 and beyond. From the growing role of AI to strategies for agent empowerment, get the tips you need to prepare your contact centre for what’s next.

 

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Elevate your CX strategy. 

The future of CX is AI powered,
and it's happening now. 

AI is making a significant impact on CX operations, but it's also pushing contact centres to adapt. As contact centres evolve, the strategic role of CX leaders has never been more important. While they tackle challenges head-on, they’re also shaping the future of customer service—one that prioritises efficiency, empowers agents, and meets rising customer expectations.  

Highlights

State of Contact Centres report

77%
say AI is crucial for personalised interactions 
65%
see AI tools as essential for reducing agent burnout
68%
believe AI-driven conversational analytics will be critical

Trend #1

Empowering and upskilling agents

Learn how contact centres can address agent burnout, turnover, and skills shortages with AI tools and continuous training. As 65% of CX leaders see AI tools as essential for reducing burnout, AI is used to optimise workflows and support agents.

See the full report
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Trend #2

AI and automation
as core drivers of efficiency

Reducing wait times and boosting first contact resolution are top priorities. CX leaders are adopting AI to speed things up by automating routine tasks, streamlining operations, and empowering agents to focus on complex, high-value tasks. 

Read more in the full report
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Trend #3

Building confidence
in chatbots

Chatbots are earning more trust. 61% of CX leaders are confident in their accuracy, and 57% believe customers are increasingly comfortable using them for complex queries. 

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Trend #4

Personalisation
at scale

Discover how AI is enabling contact centres to create highly personalised customer experiences across multiple channels. In fact, 77% of CX leaders say AI is crucial for personalisation, and 56% of senior managers believe AI's ability to detect and respond to customer emotions in real-time will be a game-changer for customer service.

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Get ready for 2025 and download the full report to gain new insights to drive innovation, improve efficiency, and deliver exceptional customer experiences.

What you can expect:

  • Key trends shaping the future of contact centres in 2025
  • Insights on how agent empowerment and technology are driving productivity
  • The latest strategies for improving customer satisfaction and service delivery
  • Data-driven recommendations for overcoming challenges and optimising operations
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Transform your support, one webinar at a time.
In our exclusive webinar series, we’ll uncover the trends and strategies shaping 2025—and show you how to prepare for what's next.
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Upcoming webinars

Uncover the key CX trends shaping 2025
Discover the challenges and trends in customer service—and how AI and automation can help you overcome them.
Upskill and empower agents with AI
In this session, we'll explore ways to address agent burnout, turnover, and skills shortages with AI tools and continuous training.
Harness AI for personalisation and emotional intelligence at scale
We'll explore the ways and best practices to create highly personalised customer experiences across multiple channels.
Driving efficiency and solving complex queries with confidence
We'll dive into how CX leaders use chatbots to boost efficiency and reduce resolutions times.
Uncover the trends and strategies shaping 2025
Webinar series .
Upcoming webinars

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