2024 - 2025 Customer Contact Executive Benchmarking Report

An annual survey of global customer contact and CX leaders identified top challenges and priorities in 2024 and ahead to 2025. As budgeting and strategic planning for 2025 begins, it is critical for leaders to compare their priority list with peers. Importance and difficulty dictate where customer contact leaders will invest time, resources, and capital.

		Creating a frictionless customer experience, increasing adoption of self-service and integrating generative AI technologies are the top, most urgent priorities for customers contact leaders in 2024-2025 – the most important and most difficult for leaders to achieve.
		Upgrading legacy systems and processes is the fourth most urgent priority.
		Increasing adoption of self-service is a higher priority relative to last year’s rankings, while retaining talent, the #1 priority two years ago, has dropped six spots to #8.