The CEX Trendradar 2025 is here, marking the sixth edition of this highly anticipated annual report. Since its debut in 2020, the report has tracked the evolution of CX trends, highlighting shifting priorities and the pace at which new topics are adopted. This year’s insights are based on extensive research, innovative methodologies, and inspiring case studies.
In 2025, global crises and economic challenges continue to influence corporate strategies, with many organizations focusing on cost efficiency and profit margin protection. Despite this, cautious optimism prevails in customer experience management, driven by advances in technologies such as Generative AI, Personalization Automation, and Conversational Automation. The report also explores key challenges, like gaps in data analysis and integration, and highlights how organizations can better align CX initiatives across systems and processes.
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