Global Survey Reveals 81% of Enterprise CX Leaders Plan to Deploy AI in 2025

Rhea-AI Summary

A new global survey by Ryan Strategic Advisory reveals that 81% of enterprise CX leaders plan to implement AI technologies in their contact centers in 2025. The study, announced by ibex (NASDAQ: IBEX), gathered insights from 819 enterprise executives with contact center decision-making authority. CX insights and analytics (4.3/5) and real-time agent assistance (4.0/5) were identified as AI's most valuable applications. Security and privacy emerged as top concerns (50% of respondents), followed by ethical AI use (49%). The survey highlights growing enterprise demand for AI solutions and expertise in customer experience operations. ibex, a global BPO provider with 31,000 employees across 30 facilities, manages 175 million customer interactions and generates over $2.2B in lifetime customer revenue annually.

Positive

• 81% of global CX executives planning to integrate AI technologies indicates strong market demand and growth potential
• High rating for CX insights and analytics (4.3/5) validates the value proposition of AI in customer experience
• Company manages 175 million critical customer interactions and adds over $2.2B in lifetime customer revenue annually
• Strong global presence with 31,000 employees across 30 operations facilities worldwide

Negative

• Security and privacy concerns from 50% of respondents could slow AI adoption
• Ethical concerns about AI use from 49% of respondents may present implementation challenges
• Limited knowledge about AI tools (16% of respondents) indicates potential training and adoption hurdles

Organizations are prioritizing AI for CX insights and analytics, while security and ethics top the list of concerns

WASHINGTON, June 10, 2025 (GLOBE NEWSWIRE) -- ibex (NASDAQ: IBEX), a leading global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, today announced the results of a new global survey, conducted by Ryan Strategic Advisory, which reveals that artificial intelligence is quickly becoming a core focus for customer experience (CX) leaders around the world. The survey found that 81% of global CX executives are planning to integrate AI technologies into their contact centers this year.

“The results of this year’s survey indicate that there is wholesale buy-in for AI among enterprise contact center leaders,” said Peter Ryan, head of Ryan Strategic Advisory. “The reality is that no one running a sophisticated, quality-driven CX operation can hide from this innovative technology – better to embrace it now and leverage its considerable advantages from both operational and front-line delivery angles.”

The survey captured insights from 819 enterprise executives with strategic decision-making authority over contact centers. The findings underscore the importance for BPO providers to align their AI offerings with the specific needs of enterprises. With over 80% of respondents aiming to expand the reach of AI within their operations, demand is surging not only for innovative solutions, but also for the talent and expertise to deploy AI effectively.

“This new research confirms what we’ve been seeing across the board—AI is a game changer and rapidly becoming an essential tool for modern CX operations,” said Andy Wilkens, Chief Technology Officer at ibex. “What’s particularly encouraging is seeing the sophisticated understanding executives now have about AI’s potential applications. They recognize the need to balance the transformative value with security and ethical concerns around these technologies, which underscores the need for thoughtful AI deployment. At ibex, we’re deploying transformational AI solutions that address the specific priorities of CX executives while providing the security, compliance and domain expertise needed for long-term success.”

When asked to rate AI’s most valuable applications on a scale from one to five, respondents highlighted CX insights and analytics (4.3 out of 5) and real-time agent assistance (4.0 out of 5) as the areas where AI has the most benefit.

The survey also identified key concerns regarding AI implementation. Security and privacy issues topped the list with 50% of respondents ranking these among their top concerns, closely followed by the ethical use of AI at 49%. Quality matters registered moderate concern at 35%, while development process bias (29%) and limited knowledge about AI tools (16%) were less pressing worries.

About ibex
ibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. Today, ibex operates a global CX delivery center model consisting of approximately 30 operations facilities around the world, while deploying next generation technology to drive superior customer experiences for many of the world’s leading companies across retail, e-commerce, healthcare, fintech, utilities and logistics.

ibex leverages its diverse global team of more than 31,000 employees together with industry-leading technology, including the AI-powered ibex Wave iX solutions suite, to manage nearly 175 million critical customer interactions, adding over $2.2B in lifetime customer revenue each year and driving a truly differentiated customer experience. To learn more, visit our website at ibex.co and connect with us on LinkedIn.

Media Contact:
Dan Burris
ibex
Daniel.Burris@ibex.co

A photo accompanying this announcement is available at https://www.globenewswire.com/NewsRoom/AttachmentNg/ca22c039-2c20-4b5e-b8ce-cab9825e7201.

FAQ

What percentage of enterprise CX leaders plan to deploy AI in 2025 according to ibex survey?

According to the survey, 81% of global CX executives are planning to integrate AI technologies into their contact centers in 2025.

What are the main concerns about AI implementation in CX according to the IBEX study?

The top concerns are security and privacy issues (50% of respondents), followed by ethical use of AI (49%), quality matters (35%), development process bias (29%), and limited knowledge about AI tools (16%).

What are the most valuable AI applications in customer experience according to the survey?

CX insights and analytics (rated 4.3 out of 5) and real-time agent assistance (rated 4.0 out of 5) were identified as the most valuable AI applications.

How many customer interactions does IBEX manage and what is their revenue impact?

ibex manages nearly 175 million critical customer interactions annually, adding over $2.2B in lifetime customer revenue each year.

What is the current global presence of ibex in terms of employees and facilities?

ibex operates approximately 30 operations facilities worldwide and employs more than 31,000 people globally.