The Global State of CX 2025 report shows that AI dominates customer experience, with 6 of the top 10 trends tied to AI, including generative and conversational AI, automation, and AI for hyper-personalization. While 77% of practitioners report increased cross-department collaboration, competing priorities, linking CX to ROI, and siloed data remain key challenges. Budgets vary, but investment is focused on automation, AI/ML, and engagement. Customers demand instant service, convenience, and ethical practices, while growing awareness of AI, data security, and sustainability shapes behavior. Success requires balancing AI-driven efficiency with human empathy, building trust, and aligning CX to business outcomes .

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