CallMiner’s 2025 Report Highlights the Future of Customer Experience Innovation

CallMiner’s annual CX Landscape Report finds that organizations still finding their footing when it comes to artificial intelligence (AI) readiness even as adoption is becoming more mainstream as many find themselves caught between AI’s strategic promise and the challenges of deployment.

The 2025 CX Landscape Report highlights AI’s increasingly pivotal role in customer experience (CX) operations, delivering clear benefits in operational efficiency and in elevating customer and employee experiences. However, many organizations are still held back by challenges across governance, data utilization and cross-departmental collaboration.

The report, in partnership with Vanson Bourne, found that 96% of global contact center and CX leaders view AI implementation, including generative AI and agentic AI, as a key strategy, up from 87% in 2024. The survey of leaders across healthcare, financial services, technology, retail, and business process outsourcing industries, found that even with growing investments and implementation, many organizations remain hindered by inefficient execution—67% are implementing AI without adequate governance structures to manage associated risks. And of those with formalized governance teams, only 43% are focused on defining AI strategy.

CallMiner’s Gallino Comments

Jeff Gallino, CEO and founder, CallMiner, said despite organizations investing in the necessary infrastructure, it is not translating into value or outcomes.

“In fact, nearly a quarter of organizations said failure to prove ROI from tech investments is a CX challenge,” said Gallino in a statement. “The leaders of tomorrow will be those who bridge this gap by connecting AI investments directly to CX improvements, ultimately turning insights into enterprise-wide action.”

Organizational AI Readiness

The report detailed that AI adoption has rapidly advanced in the past year as 80% of respondents have at least partially implemented AI, up from 62% in 2024. This increase is fueled, in part, by organizations partnering with software vendors for the right AI solutions as 51%* of organizations said they rely entirely on third-party AI software.

This approach delivers a faster, more scalable path to implementation, with organizations that leverage third-party software more likely to have at least partially implemented AI (85%) than those developing solutions in house (71%).

But as the AI market continues to evolve, there are concerns around security—52% of CX leaders (up nearly 10 from two years ago), and 49% have fears around security and compliance risks.

AI Uses

According to the report, 96% of those surveyed believe that AI will be key to unlocking the full potential of employees, helping then be more efficient when optimizing CX strategy under financial strain.

This suggests that more organizations are aware of the multi-faceted benefits that AI can deliver, enabling exceptional CX when it matters the most. For frontline employees, many organizations are using AI to assist agents with real-time assistance during customer interactions (47%) and free up their time to focus on more strategic tasks (43%). For customers, organizations are focused on using AI to personalize outreach (43%) and enabling them to resolve issues independently (40%).

“The organizations effectively using AI are those that understand the right places to automate and the right places to augment,” says Gallino. “Success comes from finding the sweet spot where technology handles routine tasks, while providing support during human interactions that elevates the customer experience.”

For more information on CallMiner’s 2025 CX Landscape Report, please download the full report here.