An IDC Infographic, sponsored by Zoom, highlights the challenges and evolution of Customer Experience (CX) in European organizations. Legacy infrastructure limits contact centers, prompting a shift toward cloud-based solutions like Contact Center as a Service (CCaaS) to enhance CX. Over 40% of organizations are adopting digital engagement channels, driven by AI and automation to improve service quality and personalization. Despite the benefits of cloud, some organizations still invest in on-premises environments due to data control concerns. By 2027, cloud-based contact centers are expected to surpass on-premises setups, emphasizing the importance of integrated, AI-driven CX strategies for future success

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