Analyst Reports
Global State of CX 2025 Report
Discover what 353 global CX practitioners are doing to stay ahead in 2025.
- The #1 trend shaping CX this year (it’s not data)
- How AI is transforming loyalty, retention, and revenue
- Why CX budgets are shifting – and where investments are flowing fastest
- Top 10 trends transforming CX roles – AI-powered operations, GenAI chatbots, and beyond
- Key challenges CX teams face when proving ROI
- Customer behavior shifts you can’t ignore, from AI literacy to ethical expectations
- How budgets are changing – and what’s topping the investment list
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“Search doesn’t just augment human experiences – it enhances CX technologies like generative AI and agentic AI. After all, AI is only as good as the data it can access.”
"Organizations will start considering AI as the nucleus driving business operations, strategic objectives, and decision-making. Effective AI integration and adoption may be a key competitive differentiator."
“In 2025 and beyond, AI-driven CX will shift from experimentation to execution at scale. AI agents will evolve from basic automation tools into proactive, context-aware assistants that personalize interactions in real time.”
