1、Trends,Technology,and Tactics Shaping CXFEB 2025TRACY TANGInfopack:Customer Experience 2025Compliments ofConsumer expectations are evolving and technological advancements are reshaping how brands connect with their audiences.This EMARKETER analyst report will help you understand key metrics marketer

2、s use to measure customer experience,ways marketers are responding to evolving customer expectations,and how customers feel about the use of AI and chatbots in customer service.2Table of Contents1|Key Metrics for Measuring CX2|Customer Expectations and Preferences3|Technology in the Customer Experie

3、nce4|How Marketers Are Responding to CustomersCompliments of1|Key Metrics for Measuring CXCompliments of4Customer experience(CX)professionals value the customer satisfaction score(CSAT)and net promoter score(NPS)1|KEY METRICS FOR MEASURING CXCompliments of5Customer service professionals are focusing

4、 more on revenues and efficiency,with increased tracking of revenues,response times,and case volume1|KEY METRICS FOR MEASURING CXCompliments of6Marketers prioritize social media reach and customer satisfaction over traditional conversion metrics for digital experience success1|KEY METRICS FOR MEASUR

5、ING CXCompliments of2|Customer Expectations and PreferencesCompliments of82|CUSTOMER EXPECTATIONS AND PREFERENCESConsumers overwhelmingly prefer email for brand communication,but SMS and direct mail remain strong engagement channelsCompliments of92|CUSTOMER EXPECTATIONS AND PREFERENCESYounger consum

6、ers prefer digital-first customer service options,while older generations still favor in-person and phone interactionsCompliments of102|CUSTOMER EXPECTATIONS AND PREFERENCESConsumers overwhelmingly prefer human interaction for customer service,with 73%favoring speaking or texting with a real person