Our Customer Experience Management (CXM) key priorities research is based on annual surveys that capture key trends in the global sourcing industry. Despite the uncertainty, inflation, and macroeconomic instability, enterprises achieved stronger-than-anticipated results in 2024. For 2025, the outlook is positive, with cautious optimism and opportunities to capitalize on growing customer demand.
Key enterprise priorities for 2025 include improving agent productivity, accelerating revenue growth, and optimizing costs. CX stakeholders anticipate significant changes in their service provider mix to enhance service quality and increase flexibility. Moreover, the demand for swift and impactful outcomes is prompting enterprises to shift from long-term contracts to shorter ones. As we move into 2025, agentic AI is set to become the next significant innovation, offering enterprises the potential for autonomous decision-making and operational efficiency.
In this report, we present the findings from a study conducted in October and November 2024 with senior CX leaders from global enterprises. The report highlights their perspectives and strategies for 2025. It examines leading enterprise challenges in 2024 and outlines plans to maximize CXM value in an ever-evolving environment.
Scope
Geography: global
Industry: cross-industry
Service: CXM
Contents
In this report, we examine:
Top business challenges and key business model changes in 2025
2025 outlook and priorities
Key themes prioritized in the CXM services industry
