A CX revolution is redefining the human role in an AI-powered world. Tech vs. Humanity: Redefining the Agent Role, based on the latest CCW Digital study and backed by CMP, reveals a critical shift: as AI-driven operations scale, the need to elevate–not replace–the human agent has never been greater.
While AI boosts efficiency and insight, most organizations aren’t ready for what’s next. Only 13% have a clear vision for the agent of the future, even as agents take on more complex, emotional interactions. The message is clear: it’s not Tech vs. Humanity–it’s Tech for Humanity. CMP’s guidance outlines how leading brands are modernizing frontline work, empowering agents with AI-driven intelligence, and designing experiences that feel more personal, intuitive, and human. For CX leaders navigating this transformation, the report offers the clarity and momentum needed to build a human-led, AI-empowered future.
Key Highlights
- Why AI is improving CX performance but still failing to deliver the “human experience” that customers expect
- The widening skills, workflow, and data gaps preventing agents from stepping into next-generation roles
- The 4 human strengths AI still cannot replicate-and why they are now strategic differentiators
- A first look at CMP’s human-led, AI-empowered model for frontline excellence
- Practical steps leaders can take today to elevate agent performance, clarity, and engagement
