This survey report explores what CX, contact center, and IT leaders say about the gaps between AI adoption and readiness and where a reset is overdue. Buying AI tools to fix CX problems is easy. But the data shows that deploying them on top of broken data estates and siloed teams doesn’t just fail to solve the problem. It actively amplifies the chaos. AI adoption promised to drive meaningful cost reduction across the contact center. The reality has been the opposite, and it shows in the ROI. CX teams have signaled they are ready for a reset. This survey report explores what 150 CX, contact center, and IT leaders say about areas where the gap between AI adoption and AI readiness is widest, where a reset is most overdue, and provides key takeaways for each area. Companies can no longer afford to buy into tech that fails to move the bottom line. Highlights include: How sprawling tech environments fall short of reaching the bar set by AI for platform-to-platform integration. The relationship between AI adoption confidence and internal capabilities. The role of governance and activation in data readiness.
