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In 2025, AI dominated CX conversations but a key challenge emerged: a growing disconnect between business ambition, technology momentum, and real customer needs. While some organisations accelerate successfully, others struggle as AI scales weak foundations. This whitepaper explores the gaps in governance, metrics, and alignment, sharing practical steps CX leaders can take to make AI work for both customers and business outcomes.

Our 2024 ‘Big Conversation’ uncovered key challenges for the year ahead with cross-sector contact centre leaders. One theme dominated: success in 2025 will depend on how well businesses navigate ‘difficult conversations’ – both within their organisations and with their customer and suppliers.

Explore nine practical steps to AI readiness in contact centres, including use cases, human considerations and implementation priorities.

Older consumers can be especially vulnerable to poor sales and marketing practices. So how should businesses adapt customer journeys, data use and communications to protect customers without excluding them?