New survey from Puzzel reveals top 2025 trends: 65% of CX leaders see AI as essential for reducing contact centre agent burnout
New survey of 1,505 CX leaders across Europe highlights how contact centres are adopting AI, empowering agents, and balancing tech with human empathy to meet rising expectations.
Puzzel is announcing the results of its latest survey, offering an in-depth look at the trends, challenges, and priorities shaping the future of customer experience in Europe. The survey, based on insights from 1,505 CX leaders and contact centre professionals, uncovers how businesses are transforming their operations to meet growing customer expectations while staying competitive in an increasingly tech-driven world.
Key findings from the survey include
– Upskilling and empowering agents: As high turnover rates and lack of skilled personnel are key challenges in contact centres, empowering agents is a top priority. The survey found that 65% of CX leaders view AI tools as essential for reducing burnout and supporting agent wellbeing.
– Personalisation at scale: 77% of CX leaders see AI as essential for delivering personalised experiences, with 56% of senior managers highlighting AI’s ability to detect and respond to customer emotions in real time as a potential game-changer. Real-time insights, driven by AI, allow businesses to create highly personalised experiences that meet individual customer needs, even at scale.
– Increased confidence in chatbots: Businesses are increasingly relying on chatbots for complex queries and faster resolutions. Six in ten CX leaders are confident in their accuracy, and 57% believe customers are increasingly comfortable using them for complex queries.
AI-powered insights for better decisions: Conversational analytics provide CX leaders with actionable insights into customer behaviour and operations. These tools are driving smarter decisions, with 68% of leaders calling conversational analytics essential by 2025.
Turning challenges into opportunities
Contact centres face growing pressures, including high turnover, budget constraints, and rising interaction volumes. Yet, CX leaders are turning these challenges into opportunities by adopting AI and relevant technologies to deliver smarter, more effective service. At the same time, there’s a growing emphasis on agent empowerment, with leaders recognising that investing in their workforce is essential to achieving long-term success.
Frederic Laziou, CEO at 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.”
Human + AI collaboration is the future
As AI and automation become central to customer service, CX leaders are emphasising the importance of maintaining a human element in their operations to deliver empathetic, high-quality service. The survey found that 43% of CX leaders believe a hybrid model—blending AI’s efficiency with human empathy—is the future. This sentiment grows stronger among medium-sized businesses, with 50% of leaders in companies with 500-999 employees supporting this view. This highlights the growing understanding that combining AI’s efficiency with human empathy is key to delivering exceptional service.
Next steps: Preparing for the future of CX
Puzzel’s survey results provide a clear roadmap for contact centres as they adopt to new technologies and customer expectations. By focusing on AI, automation, agent wellbeing, and personalisation, CX leaders can meet customer expectations while building stronger, more efficient operations.
“The future of CX is about more than just technology,” added Frederic. “It’s about empowering teams, understanding customers, and blending efficiency with empathy to create a seamless and human-centred experience.”
Download the report
For a deeper dive into the trends shaping the future of CX, download the full State of Contact Centres 2025 by Clicking Here
Puzzel offers a customer-centric CX ecosystem designed to give organisations control and visibility over the customer journey. Facing challenges like agent attrition, complex customer needs, and cost management, contact centre leaders struggle with outdated systems and point solutions. Puzzel transforms this by unifying processes, centralising data, automating tasks, and scaling to meet evolving demands. It empowers CX teams to deliver exceptional customer experiences, increase first-contact resolution rates, and reduce operational costs. With Puzzel, businesses can do more with less, keeping agents satisfied while ensuring outstanding customer service in a rapidly advancing digital landscape.
For additional information on Puzzel view their Company Profile
About the survey: This survey was conducted across Europe, gathering responses from 1,505 CX leaders who provided valuable insights into their strategies, challenges, and expectations for the future of customer experience. The findings offer valuable strategies for businesses aiming to meet rising customer expectations and build future-ready contact centres.
