2025-cxnetwork_2025年全球客户体验状况-41页

Jump tosectionForeword and about the respondentsA snapshot of CX spendingGetting to know the customer of 2025 CX in 2025The impact of technology on CXCX and the wider organizationConclusion10TH EDITIONRESEARCHREPORT2025INSIDEHow AI is transforming operations and the challenges in data Finding new ways to link CX to business growth The factors driving customer decision-making and what’s influencing their behavior THE GLOBAL STATE OF CXHow CX trends, practitioner spending, new technology and customer behaviors are changing CXBrought to you in association with2 Jump tosectionForeword and about the respondentsA snapshot of CX spendingGetting to know the customer of 2025 CX in 2025The impact of technology on CXCX and the wider organizationConclusionContents and table of figures Foreword and about the respondents Figure 1. I am… Figure 2. Which title best describes your current role?Figure 3. Which geographic regions are you responsible for? Figure 4. In which functions/ departments do you sit? Figure 5. In which industry do you operate?page 4page 4page 5page 5page 6CX in 2025: AI is transforming operationsFigure 6. Top 10 trends changing the role of the CX practitioner in 2025Figure 7. The CX challenges influencing the role of CX practitioners in 2025How practitioners are preparing for the top CX trends Competing priorities are still a major challenge Overcoming the challenges in data page 9page 10page 13page 14page 14A snapshot of CX spending Figure 8. Annual budgets for CX management solutions (US$)Automation and AI/ML are top investment priorities Business continuity is back on the list of investment priorities Finding new ways to link CX to business growth Figure 9. Investment priorities for CX in 2025Figure 10. The 10 most common obstacles for bringing CX investments to lifepage 15page 16page 17page 17page 18page 19The impact of technology on CXOvercoming the challenges in data With great AI comes great responsibilityGenerative and agentic AI can transform engagement page 21page 22page 23Getting to know the customer of 2025Rethinking sustainability Figure 11. The 10 customer behaviors that influenced CX planning for 2025Customers understand AI and data security What’s influencing customer behavior? page 26page 26page 27page 28CX and the wider organizationFigure 12. The top strategic CX aims for organizations in 2025Aligning strategic aims and investment priorities Figure 13. How organizations describe the maturity of their CX management strategyCX maturity and business cultureFigure 14. The top skills practitioners trained their workforce in last yearSupporting CX and professional developmentpage 30page 31page 31page 32page 33page 33Conclusionpage 393 Foreword and about the respondentsA snapshot of CX spendingGetting to know the customer of 2025CX in 2025The impact of technology on CXCX and the wider organizationConclusionForeword and about the respon...