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.”
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"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."
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“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.”
