CX Network: For 2027, experts recommend investing in AI governance and people rather than new tools
In CX Network's survey, 46% of respondents plan to increase generative AI spending, but the experts in the article recommend devoting next year's budget to the fundamentals.
What's happening
According to CX Network's article on 2027 budgets, experts say customer experience teams should stop chasing new tools and focus on the governance that upholds responsible AI and the people who drive CX standards. In the publication's own research, 46% of respondents plan to increase spending on generative AI and 40% on agentic AI. Jeannie Walters of Experience Investigators also says organizations should invest in their greatest assets, their frontline people.
Whose desk it lands on
The executive responsible for customer experience. In your 2027 budget, how much of the money set aside for a new AI tool goes to the rules that will govern it and to the frontline team?
Our view
The CX Brief's interpretation, not a claim made by the source.
The article's advice isn't to give up on tools but to change the order: the survey's spending plans signal more investment in AI, while the experts shift the priority to the governance and people that will sustain it. Walters' argument about frontline employees follows the same logic. So the budget question becomes less about which tool to buy and more about who will use it, and under what rules.
