The State of Customer Experience 2025

Dive into the only report you need to uncover why CX leaders are thriving — and why others are falling behind.

This in-depth analysis examines the ever-evolving landscape of customer expectations, providing 12 actionable trends to help you make better, data-backed business decisions.

This comprehensive analysis reveals:

• What defines exceptional CX in 2025 and beyond
• How CX drives brand loyalty and boosts revenue
• Why consumers of all generations want AI outcomes, now

Don’t miss your chance to stay ahead of the curve. Download the report now to shape the future of your customer experience strategy with confidence!

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The resource you requested is on the way, The State of Customer Experience 2025. Keep an eye on your inbox! We are sending a link to the asset to your business email address provided on the previous page.

In the meantime, check out additional resources to see how Verint helps the world’s most iconic brands increase CX automation and deliver AI business outcomes now.

Digital Channels Reign Supreme for 73% of Consumers

The demand for digital channels is soaring, with consumer preferences showing double-digit growth across all age groups over the past year. Today, digital reigns supreme across generations.

Is your contact center equipped to meet these rising expectations?

state of cx 2025 report - channel preferences

Customers Want Speed and Self-Service...

 

When asked to rank the most important aspects of good customer experience, the top three priorities were clear.

Striking the perfect balance between speed, convenience, and human interaction is key to meeting these expectations. Is your business ready to deliver on all fronts?

  1. Agents providing information promptly
  2. Resolving an issue without speaking to a human
  3. Easily reaching a human agent when needed

AI is No Longer the Future; It's the Present

  • 86%

    of consumers understand the benefits AI can bring to customer experience

  • 1st

    consumers say the biggest benefit of AI in CX is that it saves time and resolves issues faster

  • 85%

    of consumers are open to using automation – either preferring it from the start, or willing to switch from a human agent if it resolves their issue.

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