The survey results indicate that CX leaders and the businesses they manage face an increasingly competitive digital economy. The study revealed that 92% of companies embrace AI for CX, but only 9% lead with mature adoption. “Customer experience is recognized as a strategic investment on the C-suite agenda,” said Tomas Gorny, CEO and co-founder of Nextiva. “But to truly capitalize on CX as a revenue driver, businesses need to overcome tech debt, accelerate AI adoption, and focus on harmonizing AI and the human touch.” Gorny emphasizes simplifying operations, consolidating technologies, and enhancing personalization. Companies that embrace these trends will be rewarded with the loyalty of customers whose expectations continue to rise, he advised. According to Yaniv Masjedi, Nextiva’s chief marketing officer, AI-driven analytics transform CX by capturing real-time data, spotting patterns, and instantly predicting customer needs. Unlike older systems that analyze data only after the fact, AI helps users monitor live interactions — like call transcripts and sentiment — to trigger instant responses.