CX Network – Global State of CX, 2025

Summary

The main theme of the report is the state of customer experience management (CX) in 2025.

Key findings include the impact of artificial intelligence on operations and data-related challenges, new ways of linking CX to business growth, factors influencing customer decision-making and behavior, trends in CX, practitioner spending, new technologies, and changes in customer behavior.

Region: Global

Published: August 2025

Author(s): CX Network

Language: English

Tech drivers: AI Big Data Analytics Mobile Social Media

Social drivers: Diversity and equality Pandemics Sustainability and ethics

Geopolitical drivers: Economic conditions Regulatory changes Workforce availability

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