Have your say on the Global State of CX in 2025

Do you have an organization-wide approach to generative AI best practice and governance? How would you describe the maturity of your company's CX management strategy? Over the last 12 months, has your organization taken additional measures to increase the security of customer data?

These are just some of the questions we're asking our network members in order to establish the Global State of CX in 2025. But we need your help!

We are asking the CX practitioners in our network to tell us about the trends, challenges and opportunities that exist right now in CX. This year's research has 33 questions across six topics and takes around 10 minutes to complete. 

This year we're asking about: 

• Your role and responsibilities
• CX and your wider organization
• Budgets and investments
• Proving returns in CX
• CX developments and challenges
• Customer behaviors

To share your experiences, click this link or scan the QR code below

The survey is open now until the end of December and the results will be published in March 2025, alongside insights and analysis from senior-level practitioners in key industries. 

To say thank you for taking the time to contribute to our research, all qualifying respondents who complete the survey have the option to enter into a draw to win one of three Amazon vouchers worth US$100 each (or your local equivalent). There are further details in question 34. 

To receive the 2025 Global State of CX report via email, activate your CX Network membership via this link. You will also receive updates and notifications about our other reports and All Access virtual events. 

To learn more about the state of CX at present, you can catch up with the 2024 edition of our Global State of CX report, here.