Archive · 9 Dec 2025
Kapture Survey: AI Adoption High but Scaling Lags
A survey by Kapture CX found that almost all customer experience leaders are using or planning to use AI.
However, most are still testing it in small projects, and only a few have spread AI across their whole company.
Leaders want AI that can understand emotions and solve problems like a human, not just give quick answers.
They also want AI that can work on its own without needing people to help.
The company thinks that in the next year, many more companies will be able to use this advanced AI, which could help them save money and make customers happier.
Companies that can make this happen will have a big advantage.
99% of CX leaders are evaluating, piloting, or deploying AI solutions.
50% of organizations are still in pilot programs, with only 7% scaling AI enterprise-wide.
Leaders prioritize emotionally intelligent AI that can understand context and sentiment.
There is a shift towards autonomous AI systems that can resolve issues end-to-end without human intervention.
Kapture CX predicts a 3–4 times increase in enterprises scaling Agentic AI within the next 12 months.
- Who
- CX leaders across various industries
- What
- Survey on AI adoption in customer experience
- When
- December 8, 2025
- Where
- Global, with a focus on high-touch industries
- Why
- To understand the current state and future of AI adoption in customer experience
- Survey Conducted By
- Kapture CX
- Survey Date
- December 8, 2025
- AI Adoption Intent
- 99% of CX leaders
- Pilot Programs
- 50% of organizations
- Enterprise-Wide AI Scaling
- 7% of organizations
- Expected AI Scaling Increase
- 3–4 times in 12 months
- Key Industries
- Banking, fintech, telecom, retail
