The Great Recalibration: Where CX is Headed for AI + Humans

2025 was the year AI got a reality check—here's what comes next

50% of organizations will abandon plans to reduce customer service workforce due to AI by 2027 (Gartner). Companies reversed AI-driven layoffs. The "agent-less contact center" didn't exactly arrive.

This isn't a failure story—it's a recalibration story. And the contact centers winning right now are the ones who figured out how AI and humans actually work together.

‍What's in the report:

• What went wrong (and right) with AI adoption in 2025
• What contact center executives are prioritizing now
• The new role emerging to bridge the AI + Human gap: the Workforce Engineer
• The hybrid staffing model that's actually working
• Four predictions for where CX operations are headed in 2026

Coming soon. Join the waitlist to be the first to get it