Customer Experience 
The state of the customer experience (CX) and how customers interact with brands are undergoing a seismic shift. Customers crave a personalized touch throughout their journeys. This constant evolution presents high hurdles but lucrative possibilities if you adapt to the changes.
New State of CX Report
We asked business management and senior leaders across several industries for their opinions on the state of CX today. They told us that preferences are changing faster than ever, and businesses are searching for the right tools to help them keep up. Those tools also need to leverage artificial intelligence (AI) to personalize CX and give support teams the resources they need to improve satisfaction.
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To succeed in creating an intelligent CX, you need to possess a clear vision for your entire customer journey. You’ll also need a dedicated team passionate about crafting and implementing your CX strategy and a modern tech stack that empowers seamless interactions across all channels.
By keeping an eye on key trends and bridging existing gaps in your strategy, you can craft a CX that delivers unwavering loyalty, propels growth, and positions you to thrive in the ever-changing world of CX
Related: Digital Experience Management: What It Is and Why You Need It
Key Takeaways: What Do Customers Really Care About?
The CX landscape is undergoing a major shift driven by rapidly evolving customer expectations. While this presents challenges, it also offers significant opportunities for businesses that can adapt.
Here’s what matters today in the world of customer experiences:
- Customer preferences are rapidly changing and can outpace businesses that don’t adopt technology to keep up.
- Personalization is key — but not everything — because tailored experiences shouldn’t compromise security and relevance.
- Generative AI raises the stakes and raises the bar for competition.
- Strong CX fundamentals matter more than ever, and businesses without them will struggle to adapt.
As you might expect, with such rapid shifts, there are gaps in many businesses’ current strategies. Many businesses are still building their CX frameworks and tech stacks. People still believe in the power of empathy to turn around negative experiences and the importance of creating enjoyable interactions.
However, businesses might not prioritize the right measures to deliver that empathy effectively.
👉 Download the 2025 State of CX Report to level up your CX strategy. 👈
Build a Better Customer Experience
Navigating the shifting ground of customer experience requires agility and a commitment to core CX principles. By building trust, embracing personalization, prioritizing security and privacy, fostering collaboration, and wielding the power of empathy, you can bridge the gaps in your customer service strategy. Then, you can craft exceptional customer experiences that drive loyalty and position you for long-term success.
The right communication platform partner is a key factor in that journey. Our customer experience solution offers an omnichannel powerhouse at your fingertips, enabling you to gather, analyze, interpret, and act on customer insights. That way, personalization is never an afterthought, and the customer’s needs are always at the front of your mind.
State of CX Report Methodology
Unless otherwise cited, all research in this report stems from a survey conducted by Nextiva in April 2024.
We interviewed 109 business management and senior leaders from multiple industries working for companies with more than 10 employees. At the time of the survey, these respondents had roles in management, customer service, IT, business strategy, or marketing.
Related: Step-by-Step Customer Experience Research Framework
