CX Leaders Face a Tipping Point with AI Capabilities in 2025
TELUS Digital (NYSE and TSX: TIXT) released a survey revealing enterprise leaders' pivotal stance on generative AI (GenAI) implementation. The study, conducted with Statista across 250 U.S. enterprise leaders, shows 71% identify GenAI as key for improving customer service, with 36% planning to invest over $4 million in GenAI initiatives in 2025.
Despite 78% of leaders planning to increase CX spending in 2025, only 10% consider their enterprises in a 'steady state' with GenAI. The survey highlighted investment priorities: 44% in CRM systems, 38% in chatbots, and only 14% in voice technology. Major challenges include high costs (44%), data compliance (36%), and technical infrastructure limitations (34%).
TELUS Digital (NYSE e TSX: TIXT) ha pubblicato un'indagine che rivela la posizione cruciale dei leader aziendali sull'implementazione dell'AI generativa (GenAI). Lo studio, condotto con Statista su 250 leader aziendali negli Stati Uniti, mostra che il 71% identifica GenAI come fondamentale per migliorare il servizio clienti, con il 36% che pianifica di investire oltre $4 milioni in iniziative GenAI nel 2025.
Nonostante il 78% dei leader preveda di aumentare la spesa per la customer experience (CX) nel 2025, solo il 10% considera le proprie aziende in uno 'stato di stabilità' con GenAI. L'indagine ha evidenziato le priorità di investimento: il 44% nei sistemi CRM, il 38% nei chatbot, e solo il 14% nella tecnologia vocale. Le principali sfide includono costi elevati (il 44%), conformità dei dati (il 36%) e limitazioni dell'infrastruttura tecnica (il 34%).
TELUS Digital (NYSE y TSX: TIXT) publicó una encuesta que revela la postura pivotal de los líderes empresariales sobre la implementación de la IA generativa (GenAI). El estudio, realizado con Statista entre 250 líderes empresariales en EE.UU., muestra que el 71% identifica GenAI como clave para mejorar el servicio al cliente, con el 36% planeando invertir más de $4 millones en iniciativas de GenAI en 2025.
A pesar de que el 78% de los líderes planean aumentar el gasto en CX en 2025, solo el 10% considera que sus empresas están en un 'estado estable' con GenAI. La encuesta destacó las prioridades de inversión: el 44% en sistemas CRM, el 38% en chatbots, y solo el 14% en tecnología de voz. Los principales desafíos incluyen altos costos (el 44%), cumplimiento de datos (el 36%) y limitaciones en la infraestructura técnica (el 34%).
TELUS Digital (NYSE 및 TSX: TIXT)는 기업 리더들이 생성형 AI(GenAI) 구현에 대한 중대한 입장을 밝힌 설문조사를 발표했습니다. Statista와 함께 미국의 250명 기업 리더를 대상으로 실시된 이 연구에 따르면, 71%가 GenAI를 고객 서비스 개선의 핵심으로 인식하고 있으며, 36%는 2025년에 GenAI 이니셔티브에 400만 달러 이상을 투자할 계획이라고 합니다.
리더의 78%가 2025년 CX 지출을 늘릴 계획임에도 불구하고, 단지 10%만이 자신의 기업이 GenAI와 함께 '안정 상태'에 있다고 생각합니다. 설문조사는 투자 우선순위를 강조했으며: 44%가 CRM 시스템, 38%가 챗봇, 그리고 단지 14%가 음성 기술에 투자할 예정입니다. 주요 도전 과제는 높은 비용(44%), 데이터 준수(36%), 그리고 기술 인프라 제한(34%)입니다.
TELUS Digital (NYSE et TSX : TIXT) a publié une enquête révélant la position cruciale des dirigeants d'entreprise sur la mise en œuvre de l'IA générative (GenAI). L'étude, réalisée avec Statista auprès de 250 dirigeants d'entreprise aux États-Unis, montre que 71% considèrent GenAI comme essentiel pour améliorer le service client, avec 36% prévoyant d'investir plus de 4 millions de dollars dans des initiatives GenAI en 2025.
Bien que 78% des dirigeants prévoient d'augmenter leurs dépenses en CX en 2025, seulement 10% considèrent que leurs entreprises sont dans un 'état stable' avec GenAI. L'enquête a mis en avant les priorités d'investissement : 44% dans les systèmes CRM, 38% dans les chatbots, et seulement 14% dans la technologie vocale. Les principaux défis incluent des coûts élevés (44%), la conformité des données (36%) et les limitations d'infrastructure technique (34%).
TELUS Digital (NYSE und TSX: TIXT) hat eine Umfrage veröffentlicht, die die entscheidende Haltung von Unternehmensführern zur Implementierung generativer KI (GenAI) offenbart. Die Studie, die mit Statista unter 250 Unternehmensführern in den USA durchgeführt wurde, zeigt, dass 71% GenAI als entscheidend für die Verbesserung des Kundenservices identifizieren, wobei 36% plant, bis 2025 über 4 Millionen Dollar in GenAI-Initiativen zu investieren.
Obwohl 78% der Führer planen, die CX-Ausgaben 2025 zu erhöhen, betrachten nur 10% ihre Unternehmen als in einem 'stabilen Zustand' mit GenAI. Die Umfrage hob die Investitionsprioritäten hervor: 44% in CRM-Systeme, 38% in Chatbots und lediglich 14% in Sprachtechnologie. Zu den Hauptschwierigkeiten zählen hohe Kosten (44%), Datenkonformität (36%) und technische Infrastrukturbegrenzungen (34%).
- 78% of leaders plan to increase CX spending in 2025, with 25% expecting budget growth over 25%
- 36% of enterprises planning significant GenAI investments exceeding $4 million in 2025
- 76% reported improved customer experience outcomes over the past year
- Only 10% of enterprises consider themselves in a 'steady state' with GenAI implementation
- 44% cite high costs as primary challenge to advancing CX initiatives
- Low adoption rate (14%) for voice technology investment, despite its strategic importance
Insights
The extensive survey of 250 U.S. enterprise leaders reveals compelling insights into the CX technology market, with particularly noteworthy implications for TELUS Digital's market positioning and growth potential. 78% of leaders planning to increase CX spending in 2025, with over 25% expecting budget growth above 25%, signals robust market expansion despite economic headwinds.
The data presents a fascinating market dynamic: while enthusiasm for GenAI is high, with 71% identifying it as key for customer service improvement, the low 10% steady-state adoption rate indicates a substantial untapped market opportunity. This gap between interest and implementation represents a significant revenue potential for TELUS Digital, particularly in their GenAI Jumpstart Accelerator program.
A critical strategic element emerges in the investment priorities data: 44% prioritizing CRM systems versus only 14% planning voice technology investments suggests a potential market blindspot. This disparity, combined with TELUS Digital's positioning in voice-first solutions and multimodal interfaces, could provide a competitive advantage as the market matures.
The survey reveals three key challenges that create strategic opportunities:
- Cost concerns (44% of leaders)
- Data compliance hurdles (36%)
- Technical infrastructure limitations (34%)
From an investor perspective, the combination of strong market demand, significant adoption gaps and TELUS Digital's comprehensive solution suite suggests potential for sustained growth. The company's strategic focus on emerging technologies like voice and agentic AI, coupled with its ability to address key market barriers, positions it well to capture increasing enterprise technology spending in 2025.
Survey reveals strong momentum for AI investment, unlocking significant opportunities for full-scale integrations that include multimodal interfaces, voice technology, and agentic AI
Excerpt from TELUS Digital and Statista survey, highlighting
Enthusiasm for GenAI is Clear, but Adoption Gaps Remain
The survey, conducted in partnership with Statista, asked 250 enterprise leaders across the
Results show that CX leaders recognize the transformative power of GenAI, with
Despite ongoing economic uncertainties throughout 2024,
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84% of CX leaders consider the need to "improve the quality of customer service delivery" as being of critical or high importance, making it their most pressing objective for 2025; -
76% reported improved customer experience outcomes over the past year; and -
44% of CX leaders said that advancements in technology had the greatest external impact on their company’s customer experience in 2024.
Despite this momentum in technology-driven CX, only
Closing this gap will be essential for brands to unlock more intuitive, intelligent, and personalized customer journeys at scale in 2025 and beyond. “Whilst we continue to build cutting-edge capabilities for our clients, we are focused on helping them move from single-threaded solutions to more holistic GenAI adoption across their organizations. Given the size and scope of our clients’ CX operations, scaling these activities has a big impact,” said
Voice Technology is an Untapped Opportunity
While the survey results show enthusiasm for advancing CX through AI technologies, the areas where leaders are choosing to invest tell a more nuanced story. When asked about top digital CX technologies they plan to invest in for 2025:
-
44% prioritized CRM systems as their top investment area -
38% planned to invest in chatbots and virtual assistants -
32% chose analytic tools
Only
“AI-powered chatbots and similar foundational applications are a good starting point, but CX leaders should be aiming higher this year, especially in considering transformational technologies like voice, which can deliver impactful value for brands,” said Tobias Dengel, President, TELUS Digital Solutions, and author of The Sound of the Future: The Coming Age of Voice Technology, a Wall Street Journal and
“With agentic AI now emerging, where systems can autonomously analyze information and make decisions, brands need to start laying the groundwork today,” added Dengel. “The good news is that AI adoption doesn’t have to come with prohibitive costs. By working with the right partner, organizations can leverage flexible, scalable solutions that align with OPEX-friendly models, reducing the need for large upfront investments. This approach enables CX leaders to more effectively bridge the gap between single purpose solutions and full-scale AI integration while building trust, safety, and control into their systems, ensuring readiness for the next wave of AI innovation.”
Overcoming Barriers to Unlock AI's Full Potential
What is holding CX leaders back from advancing their AI goals? Despite increased AI investment, leaders cite certain challenges to adopting full, scalable AI-powered customer experiences:
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44% of CX leaders cited high costs as the primary challenge to advancing CX initiatives; -
36% pointed to data compliance hurdles, reflecting the complexity of balancing innovation with regulatory requirements; and -
34% identified technical infrastructure limitations as a roadblock to scaling CX efforts effectively.
Overcoming these challenges requires targeted, strategic investments in technologies and tools that deliver measurable outcomes. It also demands robust infrastructure, scalable platforms, and governance frameworks that build trust and ensure seamless integration across business operations. While these steps may seem financially daunting, they can be more accessible with the right approach.
Partnering for GenAI-fueled CX Success
TELUS Digital provides a comprehensive suite of AI-powered CX solutions designed to reduce risk, optimize operational costs, and drive measurable outcomes. With an end-to-end approach, TELUS Digital supports the entire customer journey, from modernizing CRM systems and enhancing AI-driven interactions to leveraging advanced analytics. These solutions empower enterprises at every stage of their digital transformation to deliver seamless, intelligent, and highly personalized customer experiences.
Fuel iX™, TELUS Digital’s proprietary GenAI engine, empowers organizations to scale AI solutions with flexibility, control and trust. As a vendor-agnostic solution, Fuel iX allows organizations to integrate seamlessly with multiple large language models (LLMs) and cloud providers, avoiding lock-in and giving businesses the ability to choose the technologies that best suit their evolving needs.
TELUS Digital’s GenAI Jumpstart Accelerator helps brands transition from exploration to implementation with a structured, expert-led approach. Focused on identifying high-impact use cases, aligning stakeholders, and building scalable AI roadmaps, the program reduces risk and accelerates time-to-value with an emphasis on collaboration, speed, and measurable outcomes.
Emerging technologies like voice and agentic AI are redefining customer interactions, creating exciting, new opportunities for brands. TELUS Digital helps businesses stay ahead by delivering solutions that combine multimodal experiences that blend voice, visual, and touch with conversational AI and mobile applications, enabling seamless and intuitive end-to-end customer journeys.
For more information on how to achieve your CX goals in 2025, visit telusdigital.com. You can read the full TELUS Digital and Statista survey results here.
The Sound of the Future: The Coming Age of Voice Technology, written by digital innovation leader, and President of TELUS Digital Solutions, Tobias Dengel, is available for purchase on Amazon.
About TELUS Digital
TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of end-to-end, integrated capabilities include digital IT services, such as cloud solutions and AI-fueled automation, trust and safety services, AI data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX™ is TELUS Digital’s proprietary GenAI engine at the heart of our innovation, helping enterprises advance their GenAI pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.
Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com
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TELUS Digital Investor Relations
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ir@telusdigital.com
TELUS Digital Media Relations
Ali Wilson
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Source: TELUS Digital
FAQ
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