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The State of Customer Experience in an AI-Driven World.

The EMEA view of CX in an AI-driven world.

Key EMEA insights from Adobe’s global study of 3,400 senior leaders.

CHAPTER LINKS

Unpredictable customer journeys

Navigating at the speed of AI

Fragmented data roadblock

Agentic AI — next wave in CX

Read full report - State of CX

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How AI is transforming CX in EMEA.

Across EMEA, the customer experience landscape is changing fast — leaving many organisations racing to adapt. AI is reshaping every stage of the buyer journey while customer expectations are constantly evolving.

To understand how organisations are responding to these seismic shifts, we surveyed senior executives across the globe. But the global picture only tells part of the story. In EMEA, a new dynamic is unfolding — revealing unique challenges and opportunities. Here are four of the most significant takeaways.

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journeys

Unpredictable customer journeys.

Customer journeys are no longer linear — buyers move across channels and devices, and expect personalised, consistent, and mobile-first experiences. AI-driven search, projected to grow from 1% today to 20% by 2027, is reshaping discovery. For EMEA organisations, regional compliance and market diversity make it even more complex. Adobe’s full global report takes a closer look at how top executives are earning customer trust today and building for AI discovery.

of EMEA organisations are already evaluating AI-powered search.

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navigating

Navigating at the speed of AI.

Generative AI is accelerating content creation and personalisation at scale, but maintaining quality and brand consistency is essential. EMEA brands are prioritising compliance and brand safety as top areas of preparedness. While 87% of organisations in Europe are already exploring or adopting AI, the report shows that governance is the real accelerator. Brands can shorten review cycles and build trust in AI-driven content by embedding fact-checks, copyright safeguards, and standardised templates directly into workflows.

87 percent

Security and fraud prevention

96 percent

Security and fraud prevention

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data

Fragmented data — the personalisation roadblock.

Disconnected data and systems are blocking personalisation. Few organisations have fully integrated, accessible data. Central Europe is setting the pace with 74% partial data integration, far ahead of the global average of 49%, while Western Europe sits just above at 50%, and the Middle East is just below at 44%. Confidence in technology is also muted — the study shows that only 28% of executives trust their current platforms, and 15% believe their journey orchestration tools will deliver. Without connected, real-time data, personalisation remains shallow and inconsistent, even as AI accelerates customer expectations.

of Central European brands have partially integrated data.

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agenticai

Agentic AI — the next wave in CX.

Agentic AI is the next leap in automation, powered by intelligent systems that understand context and act autonomously — instead of just responding. It has the ability to anticipate needs, streamline workflows, and help teams move faster while delivering better customer experiences. Adoption across EMEA is projected to reach 30% by 2027, but Western Europe (38%) and Central Europe (39%) are setting the pace, while the Middle East targets 11%. Interestingly, the Middle East is ahead when it comes to learning and exploring agentic AI, at 63% — well above Western Europe at 47% and Central Europe at 42%. Ultimately, the success of agentic AI in CX depends on strong governance and trust.