The CX Highwire Act—Keeping the Balance While Moving Forward
November 17, 2025
Contact Center Pipeline recently examined how contact centers historically had to balance providing excellent customer experiences (CXs) with managing their cost.
The current environment makes this more challenging than ever. An uncertain economy, rising expenses, shifting government policy changes (and shutdowns) are in play—all while trying to meet the ever-growing demand for stronger returns.
Moreover, the C-suite is pushing to adopt AI to improve results, so there’s little room for error. Clearly, the stakes are high.
Contact Center Pipeline reached out to several experts for guidance on how to best move forward. Verint’s Raj Balasundaram, Global Vice President, AI Innovations, offered his insights. One of them: Deployments focused on AI experiments are falling behind those that are focused on outcomes.