Reflections from Enterprise Connect 2025: Elevating Customer Experience with AI

As a product manager for a contact center solutions provider, attending Enterprise Connect 2025 was both enlightening and invigorating. It became clear that the landscape of customer experience (CX) continues to evolve rapidly, with the integration of artificial intelligence (AI) playing a pivotal role. Here are some key takeaways from the event, as well as reflections on how these insights will shape our approach at ComputerTalk. 

The Rising Importance of Customer Experience 

The conversation around customer experience was more prominent than ever before. While traditional contact centers remain vital, the overarching theme was how CX shapes the total impression and emotions a customer develops regarding a company or brand, influenced by their interactions throughout the entire customer journey. 

Many vendors stressed the importance of considering the broader scope of CX, beyond just Contact Center as a Service (CCaaS). This holistic view encourages companies to focus on the entire customer journey, identifying and addressing gaps to improve overall satisfaction. 

Customer Experience Gaps 

Despite the growing emphasis on CX, there are notable gaps. Research presented by Metrigy at the conference indicated that in 2024, 80% of organizations increased their budgets for CX and AI initiatives. However, the success rate for these projects remains at only 40-50%. This discrepancy underscores the complexity of implementing effective CX strategies. 

One striking statistic highlighted the disconnect between organizations and their customers: while 78% of businesses believe their CX has improved, only 31% of customers share this view. Similarly, 5% of companies feel their CX has declined, compared to 33% of customers who perceive a decrease. These figures suggest that many organizations lack a comprehensive understanding of their CX, leading to misaligned perceptions. 

Addressing Disconnects in CX 

To bridge these gaps, it's crucial to adopt a cross-functional approach to evaluating CX, encompassing sales, delivery, support, advocacy, and finance. At ComputerTalk, we recognize the importance of establishing a clear process for measuring and managing CX. Taking the initiative to provide outstanding CX is essential, and we aim to leverage our tools to demonstrate how companies can enhance their CX with our solutions. Journey analytics, for instance, are vital for understanding customer interactions and implementing effective AI solutions. 

The Role of AI in Customer Experience 

AI was a dominant theme at Enterprise Connect 2025, with discussions focusing on its potential to revolutionize CX. Companies are increasingly looking to AI to automate interactions and provide more personalized experiences. However, the implementation of AI is not without challenges. 

Top AI Growth Areas for 2025 

The anticipated growth sectors for AI in 2025 include AI analytics, AI IVR (Interactive Voice Response), bots, and agent assistance. These areas present significant opportunities for enhancing customer service. For example, AI-driven routing and intent recognition can streamline interactions, while bots can handle straightforward tasks, freeing up human agents for more complex issues. 

At ComputerTalk, we are excited about the upcoming release of ice 15, which includes the necessary AI features currently in demand. These features encompass bots, language comprehension menus, post-contact analytics, and agent assistance.  

Agentic AI: The New Buzzword 

A notable highlight from the conference was the emergence of "Agentic AI" as a trending term. Agentic AI refers to autonomous artificial intelligence systems capable of making decisions and functioning independently to meet specific goals. These systems can plan, reason, and adapt to their environments without requiring continuous human supervision. 

Final Thoughts 

It is undoubtedly a key element of the future, and we intend to integrate it into the ComputerTalk roadmap. However, we suggest beginning with the low-risk, high-value AI features before advancing to more complex Agentic AI implementations.  

AI is reshaping the future of customer experience, and businesses must take a strategic approach to implementing it. At ComputerTalk, we’re committed to helping organizations harness AI effectively – with practical, high-valued solutions. Want to explore how AI can elevate your CX, connect with a ComputerTalk representative today!