Deep Learning with PolyAI: Key findings in our 2025 AI in Customer Service Trends Report

** Check out the report that inspired the episode: https://poly.ai/guides/customer-servi... **

Damien welcomes PolyAI's senior director of brand, Kylie Whitehead, to discuss the findings from two comprehensive surveys highlighting trends in customer experience (CX) and contact center leadership. Learn about the evolving roles of CX leaders and the increasing influence of AI, as well as the differing sentiments of contact center agents towards automation.

00:46 Discussing the 2025 Customer Trends Report
01:11 Methodology and Survey Demographics
01:58 Key Findings: CX and Contact Center Leaders
05:21 The Future of CX Leadership and AI
15:24 Consumer Behavior and AI Interaction
22:18 Agent Sentiments on Automation