Nextiva conducted an in-depth survey. Here’s what we found.
Nextiva, in partnership with Dimensional Research, surveyed 1,058 CX decision-makers from companies with 100+ employees across the U.S., Canada, and the U.K. to uncover key trends shaping the future of customer experience.
CX is a revenue driver.
Leaders report it’s easier than ever to secure CX investment.
AI is rapidly transforming CX.
Companies that embrace AI-driven experiences see higher satisfaction and efficiency.
Collaboration is critical.
CX is no longer owned by a single team—it’s an organization-wide effort.
Efficiency matters.
The best companies optimize AI and human interactions for seamless customer journeys.
79% report their leadership believes CX is a revenue driver vs. a cost center.
Gain insights from over 1,000 CX leaders on technology trends, challenges, ROI, and human-AI integration.
CX is worth the investment.
CX drives revenue and retention, and securing budget approval is now easier than it was five years ago.
An increase for teams and tools
Organizations are investing more in AI, automation, and analytics—reshaping CX with smarter workflows and real-time insights.
AI touches every aspect of CX
From self-service to predictive analytics, AI is redefining customer interactions while keeping human connection at the core.
2025 Guide
An Insider’s Guide to the Latest CX Trends
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