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You might think that the general public, including your customers, is chomping at the bit to have their issues resolved by a shiny, new, fully automated AI contact center. The reality, of course, is not so positive.

People value the human element, even when human outputs may be less consistent, or even of lower quality, than the AI alternative. Authenticity counts.

New year, new CX challenges. 2025 has just begun and it’s already raising questions about the future of Customer Experience, particularly regarding AI applications. In this blog, we discuss our 2025 CX predictions.

We all know AI; it’s the adjective ‘Agentic’ that interests us. What does ‘Agentic’ mean? Has the future arrived and taken all of us by surprise?

Predictive dialers have been a staple of the contact center for decades. In the age of AI, however, the game has changed. Predictive dialers are starting to feel dated in an omni-channel world, where channels such as email, SMS, and social media have taken precedence over voice for outbound communications.

Customer Experience (CX) begins and ends with the customer journey. Which pathways they travel down to which outcomes, and to which solutions. AI is set to transform the customer journey forever.

Delivering a great customer experience requires you to address each section of this breakdown with equal attention. A failure across any of these channels means letting down one-third of your customer base. That’s a huge proportion.

A recent report from the US Census Bureau highlighted that AI adoption has been slower than expected, with only 5% of firms adopting AI in some capacity. This report only reveals the scale of the opportunity.

Customer Experience leaders have been experimenting with AI-powered strategies to enhance the productivity of individual agents. Out of these experiments has emerged the agent AI copilot.

The contact center will always depend on human intelligence, but that doesn’t mean there’s no place for full AI contact center automation.

The AI revolution is in full steam now, and it’s quickly becoming obvious which AI applications are set to transform businesses, and which are dead in the water. One application that has emerged head and shoulders above the rest is AI agent assist.

Keeping costs down is important to all organizations, but matters most, perhaps, to the public sector. Looking proactively for ways to keep costs down is essential when preparing for an uncertain future. Public sector communications are a great place to start.