NEW XM Institute Research: The State of Customer Experience Management, 2025

JamesScutt · 2025-04-24T10:50:36+00:00

TL;DR: This report looks at how companies are handling customer experience (CX), focusing on what their CX teams do, what's stopping them from getting better, and how they're using AI.Key points:Most companies aren't that great at CX yet, with many just starting to get their act together. Companies that do CX well tend to have bosses who care about it and are willing to spend money on it. A lot of CX teams find it hard to show that what they're doing is actually making the company money. AI is becoming a big deal in CX, with loads of companies using it for things like chatbots. The full content is about a 5-minute read. (You must be logged in to download this research)How is your company measuring the success of its CX program?

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