The Path to Transformative AI in CX: Charting Organisational Progress

AI is now the engine driving smarter and faster customer experiences. Already, 21% of organisations operate advanced or transformative AI, up from 14% in 2025. These front-runners aren't just improving their CX operations – they're reimagining it with predictive, hyper-personalised service models.

This infographic maps out how AI maturity in CX is evolving – and shows what it takes to move from basic automation to more transformative impact.

What's inside:

How organisations differ across AI maturity stages
The year-over-year shifts in AI maturity shaping the competitive landscape
Strategic actions to advance at every AI stage and level up CX impact

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