The Reality of AI in CX: What’s Scaling, Stalling and Winning Spend? 

AI investment in CX is surging. Real impact is not.

Rising expectations, tighter budgets, and an increasingly tangled vendor landscape are forcing a shift toward agentic AI and new ownership models. Yet most organizations remain stuck in pilot mode, unable to prove ROI or scale what works.

On August 26, Everest Group experts Anubhav Das, Practice Director, and Sharang Sharma, Vice President, will cut through the noise with a clear view of where AI in CX is actually delivering, where it is falling short, and how investment priorities are changing. Expect a grounded, data-backed perspective on how to move from experimentation to measurable value, without getting locked into the wrong bets.

What questions will the webinar answer for participants?

• Which AI use cases are scaling to production versus stalling in pilots, and what organizational and technical barriers separate success from failure?
• How are enterprises measuring the ROI of AI for CX today, where are the biggest measurement gaps, and which vendor categories are delivering outcomes?
• Where are CX and IT leaders consolidating versus exiting vendor relationships, and what drives strategic bets in the CCaaS, conversational AI, and hyperscaler ecosystems?

Who should attend?

• Chief customer officers
• VP of CX
• CX directors