What are customer care leaders planning?
Most companies plan the future of their customer support internally, with no way to compare themselves to the market. That’s why we opened the conversation to 132 professionals who run contact centres day to day, and asked them to share their plans for next year.
Instead of general theories, we bring you hard industry data, organised around the topics contact centres deal with most.
What leaders’ priorities are for 2027, where their budgets are going, and what they see as their biggest sources of competitive advantage and their main obstacles.
How far along companies are with AI adoption, which processes they’re using it in, and what barriers they run into during integration.
How companies approach team capacity, how they plan to handle growing request volumes, and how the role of agents is changing.
Compare your plans with 132 leaders from the CEE market. Here's how they rank their top priorities for 2027.
75% of companies have AI and automation in their top three priorities for 2027, and 77% plan to invest in it, more than in any other area.
