Global Survey Reveals 81% of Enterprise CX Leaders Plan to Deploy AI in 2025

Core Insights - The survey indicates a strong commitment to integrating AI technologies in customer experience (CX) operations, with 81% of global CX executives planning to deploy AI in their contact centers in 2025 [1][8] - There is a significant demand for AI solutions and expertise, as over 80% of enterprise contact center leaders aim to expand AI's role within their operations [2] AI Applications and Benefits - Respondents rated CX insights and analytics as the most valuable AI application with a score of 4.3 out of 5, followed by real-time agent assistance at 4.0 out of 5 [3] Concerns Regarding AI Implementation - Security and privacy issues are the top concerns for 50% of respondents, closely followed by ethical use of AI at 49%. Other concerns include quality matters (35%), development process bias (29%), and limited knowledge about AI tools (16%) [4] Company Overview - ibex is a leading global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, operating approximately 30 facilities worldwide and managing nearly 175 million customer interactions annually [5][6]