The 2025 business leaders CX report
A strategic guide for decision makers navigating agent roles, AI and CX evolution
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Customer experience is no longer just a differentiator. It’s the battleground where loyalty is won—or lost—in seconds.
Today, we live in a world where expectations are soaring, interactions are multiplying, and patience is vanishing. The brands that win aren’t just delivering services—they’re delivering moments that feel effortless, personal, and valued. And the cost of getting it wrong? It’s immediate, visible, and unforgiving.
To explore how business leaders are evolving their customer experience strategies, Five9 partnered with Zogby Analytics to survey over 400 business decision makers (BDMs) across the US, UK, and Canada. Respondents included CXOs and other senior leaders in customer experience, contact center operations, and IT at companies across industries with 1,000+ employees and $250M+ in annual revenue.
Download the Business Leaders CX Report to discover key insights on:
- The role of AI, automation, and self-service in reshaping CX
- The evolving role of agents in high-stakes interactions
- The operational priorities and pain points shaping contact center investments
