B
Evidence Grade B
Graded
accuracy verified by the review judge
Safe to Cite
Recent
54%
54% -- share of cx leaders saying 21 60 percent of interactions too complex for automation for CX leaders (2025)
54% of CX leaders report that 21-60% of customer interactions are too complex for automation due to system limitations.
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Lighthouse Research Team
Last verified:
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Source verified
Evidence graded
Value
54%
Unit
Percentage
Data Vintage
2025
Entity
Geography
Global
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
95
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Execs In The Know
Primary
Tier A
https://execsintheknow.com/magazines/april-2025-cx-insight-magazine/are-legacy-systems-cxs-biggest-r… ↗
Source Article
Are Legacy Systems CX’s Biggest Roadblock?
Are Legacy Systems CX’s Biggest Roadblock?
Innovating beyond legacy systems creates new opportunities for customer experience excellence.
by Execs In The Know
In today’s hyper-connected world, customers expect seamless interaction with brands, whether they’re reaching out through social media, live …
Original Research
Execs In The Know
· Original study ↗
Methodology
2025 CX Leaders Trends & Insights: Corporate Edition report (p. 71)
Methodology documented
Segmentation
IndustryB2B
Company SizeEnterprise
RegionGlobal
RoleCMO
Channelprint
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Plain Text
CX leaders: 54% share of cx leaders saying 21 60 percent of interactions too complex for automation. Source: Execs In The Know (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/cx-leaders-interactions-too-complex-automation-2025
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<blockquote cite="https://lighthousedata.io/data/cx-leaders-interactions-too-complex-automation-2025" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>54%</strong> -- share of cx leaders saying 21 60 percent of interactions too complex for automation for CX leaders<br><small>Source: Execs In The Know (2025) · <a href="https://lighthousedata.io/data/cx-leaders-interactions-too-complex-automation-2025" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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