The Global State of CX 2025

Gain insight from top thought leaders and discover firsthand research that demonstrates the impact of AI on CX

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By: CX Network, Melanie Mingas 07/15/2025

The Global State of CX 2025 is all about artificial intelligence (AI) in customer experience (CX).

Artificial intelligence (AI) rewrote the rules of customer experience (CX) in the last year. It often caused and met rising customer expectations. And CX leaders are rushing to stay caught up, leverage the technology and apply it effectively. According to our latest survey, the pursuit of AI in CX defines the state of CX in 2025. In fact, respondents told us that their top investment priority for 2025 is the automation of CX and service functions (24 percent), followed by AI/machine learning (ML) for business operations (20 percent) and conversational AI chatbos and virtual assistants taking fourth place (18 percent).

Like many disruptive technologies before it, AI is motivating thought leaders and practitioners to study and sound off, to predict and profess. Businesses are trying to leverage AI like a barista offering an extra shot of espresso. They want to deliver seamless CX across many channels, but the jolt of AI is not always enough. And who is making the leap and leveraging AI anyway? How far along is this digital transformation in CX?

With these questions in mind, CX Network surveyed its members. They shared their recent challenges, the solutions they are pursuing, the trends on the horizon and much more. Now, in association with Coveo, CX Network is revealing the results in the Global State of CX 2025.

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