2025年客户体验技术状况

Uncover the most talked-about CX technologies—and the real value they deliver INSIDE Foreword Contents To meet customers where they are, and deliver theseamless, intuitive experiences they expect, CX The State of Customer Experiencereport reflects howcustomer expectations and the ways that CX leadersare delivering experiences continue to evolve. It alsoreveals how trends — such as consumers’ desires to professionals need the right technologies at theirfingertips. Each year,CX Networkcaptures a snapshot Forewordpage 3 Section 1AI is no longer optional in CXpage 6 CX Network, in partnership with Genesys, shares real-world case studies from Global Payments, Unisysand Virgin Atlantic that demonstrate what modernCX transformation looks like in practice. Insights fromindustry leaders at Lowe’s, Liberty Specialty Markets, Kia This year’s results reveal which tools CX leaders areprioritizing, how they’re deploying them, and whattechnologies are poised to define the year ahead. From Section 2Top CX tech of 2025page 13 Section 3The future of CX techpage 17 As innovation accelerates and artificial intelligence(AI) in all its forms becomes more embedded in dailyoperations, CX leaders must not only keep pace withevolving tools but also build the internal knowledge andagility to apply them effectively. This report, enriched Ultimately, CX isn’t just about tools and trends. It’s aboutbuilding stronger, more human relationships in a digitalworld. By featuring what works and what’s next, our Conclusionpage 20 About Genesyspage 21 IN THE NEXT SECTION: About CX Networkpage 22 Discover the 2025 survey results, methodology This report also includes findings from the latestTheState of Customer Experiencereport from Genesys. About the Global State of CX respondents METHODOLOGY:Every year,CX Networksurveys thecommunity to determine the latest trends and prioritiesamong industry professionals. The team then compiles the results and reveals them in the Global State of CX To contextualize the findings in the State of CX Tech2025 report, this section includes specifics on thegeography, departments and job functions of the Figure 4 Artificial Intelligence (AI)Contact center/Customer serviceCRMComplaint managementCustomer experience (CX)Digital transformationData insights and analyticsExecutive team/ C-suiteIT, techMarketing and market researchOperationsProduct managementI sit across multiple departments Find out about investment priorities and the tech that’s getting all the attention. AI is no longer optional in CX experience consultant. “The reality is that customersdon’t wake up wanting AI. They want clarity, speed,empathy and resolution. If AI can deliver those things service outreach will use AI within three years.Four of the top 10 trends impacting the role of theCX practitioner are AI tools, and another four –automation, data analytics and utilization, digital CX The big headline in 2025 is the rapid influx of AI in CX.Advancements in the technology, along with the needto meet customer expectations of faster and more Still, no one can question the influence of AI on CX.According to The State of CX report from Genesys,67% of surveyed CX leaders believe that all proactive “The hype about AI could have you believe everyoneis using it,” says Vinay Parmar, keynote speaker,CXNetworkAdvisory Board member and customer “The challenge is that manycompanies are still trying todeliver modern CX with outdated Figure 6 AI is no longer optional in CX CX leaders are putting their money where their trendsare. Automation and AI/machine learning (ML) forbusiness operations are at the top of their priorities Figure 7 Which areas do you plan to invest in to achieve your strategic goals in 2025? Translating investments to outcomes This is a remarkable period in history, marked by rapidtechnological advancements, particularly AI. And thosein CX are lucky because they can turn around andimmediately apply these technologies to their work toprovide previously unheard-of personalized support and Taking the leap by embracing new technology canhelp companies get an edge on the competition. Forinstance, Unisys, an IT services company, turned to theGenesys CloudTMplatform with seven channels: MicrosoftTeams, Google Chat, Voice, web messaging, email, SMS “Genesys recently surveyed CX professionals andfound that keeping up with rapidly evolving CXtechnology ranks behind only keeping pace withrising customer expectations as a challenge facingCX organizations,” says Greg Thomas, senior director, applications and post-call and post-chat surveys. Inaddition, the company uses open APIs to integrate three The results speak for themselves: Seven legacy systems got retired More than $2 million in savings “We refuse to settle for the status quo,” says Aron Meyer,solution architect, digital workplace solutions at Unisys.“Reimagining customer journeys entails a holistic approachencompassing performance, scalability, data, au