The State of Customer Experience 2025
Executive Summary
The results are in. 2024 has proven without a doubt that AI is transforming customer experience. Companies across industries have moved from proof-of-concept to full-scale AI adoption, seeing measurable gains in revenue, engagement, and customer satisfaction.
- The transition from concept to impact has never been faster.
- Customer insights are more accessible and actionable than ever.
Higher CLTV
Higher AOV
Reactivation
Higher Sales
About This Study
This study analyzes 16M+ customer interactions and business success stories to reveal how AI-engineered omnichannel CX is reshaping enterprise growth.
The result marks a paradigm shift. With AI, conversations are no longer static records, they are now dynamic growth engines. It is increasingly clear that organizations pivoting to AI-engineered CX will gain a decisive competitive edge.
Key Findings
Today, companies without a 360° customer view are flying blind. A unified, AI-engineered approach is transforming how enterprises engage, convert, and retain their customers.
To holistically understand this change, we analyzed CX trends through the lens of the Voice of Customer (VoC), Voice of Employee (VoE), Voice of Processes (VoP), and Voice of Business (VoB)
Here is what we discovered:
- AI within CX has evolved from automation, augmentation to delivering business insights (VoC)
- AI-human partnership aligns agents' performance with customer needs and business outcomes (VoE)
- Intelligent process orchestration is transforming CX (VoP)
- AI-engineered CX is now a key driver of revenue and growth (VoB)
Voice of Customer (VoC)
AI in CX: From automation to business insights
AI within customer experience has evolved far beyond simple automation and augmentation—it’s now a catalyst for business transformation. Historically, frontline agents held the keys to invaluable customer insights. Sales objections, product feedback, and emerging trends remained trapped in the CX operation centers and created blind spots for decision-makers across the enterprise
From system of engagement to system of intelligence
Thanks to generative AI and large language models, CX within enterprises is shifting from a system of engagement to system of intelligence. Organizations are leveraging AI-engineered unified CX platform to analyze billions of interactions in real-time—extracting actionable insights that drive product innovation, deepen engagement, and optimize business operations.
What has changed? AI is transforming how businesses respond to customer needs
Then: Traditional VoC
Conducted infrequently Small sample sets Actionable insights took time
Now: AI-based VoC
Conducted infrequently Small sample sets Actionable insights took time
Business use cases
Business impact
Higher CSAT
AI-engineered VoC helps businesses proactively serve and address customer pain points.
Growth in AI deployment
Businesses are scaling autonomous AI fortargeted use cases
Higher Conversions
Real-time conversation analysis improves decisions and boosts sales.more conversions.
Award-Winning CX
Six success stories of
AI-engineered CX transformation
Streamlined CX: 65% query automation & 50% faster response
Automated 65% of queries and improved processes, giving teams full visibility into customer issues — cutting turnaround time by 50% and reducing the ticket creation ratio from 10% to under 1%
Streamlined CX: 65% query automation & 50% faster response
Automated 65% of queries and improved processes, giving teams full visibility into customer issues — cutting turnaround time by 50% and reducing the ticket creation ratio from 10% to under 1%
Streamlined CX: 65% query automation & 50% faster response
Automated 65% of queries and improved processes, giving teams full visibility into customer issues — cutting turnaround time by 50% and reducing the ticket creation ratio from 10% to under 1%
Streamlined CX: 65% query automation & 50% faster response
Automated 65% of queries and improved processes, giving teams full visibility into customer issues — cutting turnaround time by 50% and reducing the ticket creation ratio from 10% to under 1%
Streamlined CX: 65% query automation & 50% faster response
Automated 65% of queries and improved processes, giving teams full visibility into customer issues — cutting turnaround time by 50% and reducing the ticket creation ratio from 10% to under 1%
Streamlined CX: 65% query automation & 50% faster response
Automated 65% of queries and improved processes, giving teams full visibility into customer issues — cutting turnaround time by 50% and reducing the ticket creation ratio from 10% to under 1%
Executive Perspective
Insights from leaders on the future of CX
One CXi
Your roadmap to AI-engineered unified CX
oneCXi brings intelligence to every customer interaction. By unifying data, workflows, insights, and experiences, oneCXi enables teams across departments to operate with a unified playbook and make smarter decisions based on insights from billions of conversations. The platform orchestrates intelligent experiences throughout the customer lifecycle, driving higher engagement, deeper loyalty, and measurable business gains. The future of CX is unified and intelligent
