The 2025 CX Landscape

A survey of more than 1,000 CX decision-makers

A survey of more than 1,000 customer experience decision-makers in the United States, Canada, and the United Kingdom

Customer experience (CX) is at the heart of business success. As CX processes, technology, and culture continue to evolve, this report from Dimensional Research, sponsored by Nextiva, examines the current state of the CX landscape.

Among the report's key findings:

What company leaders think about CX and its business impact

Whether CX is delivering ROI and the appetite for investment

Which channels and initiatives are the focus in 2025

How AI initiatives are going and which use cases are most common

Which challenges are most common in AI implementations

The report also reveals how industries like healthcare, retail, and financial services are taking different approaches to customer interactions.