AI Adoption Surges as 81% of CX Leaders Plan Contact Center Integration in 2025

ibex Survey Highlights AI’s Growing Role in Customer Experience

A recent global survey conducted by Ryan Strategic Advisory for ibex, a leader in business process outsourcing and AI-powered customer engagement, reveals a significant shift in how customer experience (CX) leaders view artificial intelligence. The survey, which included 819 enterprise executives responsible for contact center strategies, shows that 81% plan to integrate AI technologies into their contact centers this year.

This strong endorsement reflects the increasing recognition that AI is becoming essential for modern CX operations. Executives are no longer debating whether to adopt AI but focusing on how to deploy it effectively to improve both operational efficiency and front-line service delivery.

Key Findings: AI Adoption and Benefits

• Widespread AI Integration: More than 80% of CX leaders intend to expand AI use within their organizations.
• Top AI Applications: CX insights and analytics scored 4.3 out of 5 in value, while real-time agent assistance scored 4.0, highlighting where AI delivers the most impact.
• Growing Demand for Expertise: Alongside innovative AI solutions, companies are seeking talent with the skills to implement and manage AI effectively.

Security and Ethics Remain Central Concerns

While AI adoption is accelerating, the survey highlights important concerns CX leaders have about implementation:

• Security and Privacy: Cited by 50% of respondents as a top concern, protecting customer data remains critical.
• Ethical Use of AI: Nearly half of the executives stressed the importance of ethical AI application.
• Quality and Bias: Quality issues and development process bias were less pressing but still notable concerns.
• Knowledge Gaps: Limited understanding of AI tools was a concern for 16% of respondents, underlining the need for ongoing education and training.

Strategic Insights for Executives and CX Leaders

For executives overseeing customer experience strategies, these findings emphasize two critical areas:

• Invest in AI Solutions That Align with Business Needs: Select technologies that enhance operational efficiency without compromising security or ethics.
• Develop Talent and Expertise: Building internal capabilities to manage AI tools is essential for sustainable success.

ibex leverages its AI-powered solutions, like the ibex Wave iX suite, alongside a global team of over 31,000 employees, to manage nearly 175 million customer interactions annually. This combination supports enterprises across industries such as retail, healthcare, fintech, and logistics in driving improved customer outcomes.

Executives interested in strengthening their AI capabilities can explore specialized training options to deepen their understanding and practical skills. Resources such as Complete AI Training’s latest AI courses provide relevant learning paths tailored for strategic roles.

About ibex

ibex is a global provider of business process outsourcing and AI-powered customer engagement solutions. Operating approximately 30 delivery centers worldwide, ibex supports leading companies by combining technology and a large, diverse workforce to enhance customer acquisition, engagement, and retention.