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"Market Guide: Tech vs Humanity - Redefining the Agent Role"

Most CX teams are investing in AI. Far fewer know how to integrate it with human performance. This market guide shows how the best teams are doing differently.

AI was meant to make customer experiences faster, smarter, and more human. In reality, most organizations are still figuring out how to balance technology with the human touch.

In this market guide, customer contact leaders share how AI is actually impacting agents, workflows, and CX and where the promise is falling short. You’ll get a practical, research-backed blueprint for building a blended workforce where humans and AI elevate each other.

Inside the report, you’ll learn:

• Why 89% of leaders see efficiency gains from AI, but struggle to define the future role of the agent
• How top teams decide when AI leads, humans lead, or both work together
• What remains uniquely human and how to protect empathy, judgment, and CX quality

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