The EX Factor has evolved to focus on technologies that enable and empower employees, drive efficiency, and create optimal collaboration and mobility, regardless of location. Respondents agree that improvements in EX directly impact their bottom line, and human-led support remains a critical channel option for CX. Hybrid-work enablement is critical, with 70% of organizations planning to use an office. To support their move to the cloud, organizations are relying on managed service providers. AI is seen as the top enabler for CX and EX in the next 3 years, with enhanced cybersecurity being a key requirement. CX and EX improvements are expected to directly affect net profit, and organizations are aligning their strategies to maximize their impact on enterprise growth. However, some organizations are more likely than others to offer top-rated CX via AI and have significantly increased their use of AI.
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