77% of CX Leaders Believe AI is Crucial for Personalization

Puzzel has revealed the results of its latest survey, providing insights into the trends, challenges, and priorities shaping customer experience (CX) across Europe.

Based on feedback from 1,505 CX leaders and contact centre professionals, the survey highlights how businesses are leveraging technology and addressing workforce challenges to meet evolving customer expectations.

The findings reveal that upskilling and agent empowerment remain a priority, with 65% of CX leaders identifying AI tools as essential for reducing burnout and supporting agent wellbeing.

Personalisation at scale also emerged as a key focus, with 77% of CX leaders viewing AI as crucial for delivering personalised experiences, while 56% of senior managers highlight AI’s role in detecting and responding to customer emotions in real time.

Confidence in chatbot capabilities is increasing, with six in ten CX leaders trusting their accuracy and 57% believing customers are becoming more comfortable using them for complex queries.

AI-powered insights are also playing a growing role, with 68% of CX leaders calling conversational analytics essential for smarter decision-making by 2025.

The survey explores how contact centres are turning challenges such as rising interaction volumes, budget constraints, and workforce turnover into opportunities. By integrating AI and focusing on agent empowerment, CX leaders are building resilient and efficient operations.

Frederic Laziou, CEO of Puzzel, said, “The role of CX leaders has never been more critical. Our survey reveals that they are not only adopting advanced technologies like AI but also ensuring that empathy, personalisation, and agent wellbeing remain at the core of their strategies.”

Looking ahead, the balance between AI efficiency and human empathy remains a focal point. A hybrid approach is gaining traction, with 43% of leaders supporting a blend of technology and human connection. This sentiment is even stronger among medium-sized businesses, where 50% favour this model.

The findings offer a roadmap for CX leaders to navigate the future, emphasising the importance of technology adoption, agent wellbeing, and a human-centred approach to customer interactions.

Download the full report here.

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