CSG：2025年客户体验状况报告（英文版）（24页）.pdf

1、State of the CustomerExperience Report2025The Prove-It Year for CX22025 CSG SYSTEMS INTERNATIONAL,INC.AND/OR ITS AFFILIATES(“CSG”)2CSGI.COMDont Just Prioritize Better Experiences.Prove Them.Customer expectations keep rising.CX scores keep falling.Now budgets are tighteningwith the C-suite demanding

2、hard data to justify new CX projects,not soft metrics.How will overwhelmed teams responsible for experiencesfrom CX to product to ITovercome these challenges in 2025?Emerging technology like AI offers hope,but businesses are already overloaded with tools and platforms.Can teams start connecting the

3、dots and prove their impact on customer and employee experiences?At CSG,weve listened to customers,talked with leading industry analysts and examined our own data.We see four definitive ways the strongest brands will demonstrate their CX leadership this year.2025 CSG SYSTEMS INTERNATIONAL,INC.AND/OR

4、 ITS AFFILIATES(“CSG”)3CSGI.COMThe 4 Prove-It PointsIn 2025,leading brands willRead on,and youll not only learn about these Prove-It Points but also the steps your brand can take to execute them.2Balance AI Ambitions With Customer Needs Theyll push forward with AI implementation,but without alienati

5、ng their customer base.3Start Crushing the Data ChasmTheir IT,CX and product functions will team up to consolidate their martech and connect siloed data.4Have CXOs Who Think Like CFOsTheir CX leaders will start connecting CX programs to real revenue gains and opex reductions.1Break the CX Slump by P

6、ersonalizing Key MomentsTheyll pinpoint and repair critical interactions that are causing the most churn.42025 CSG SYSTEMS INTERNATIONAL,INC.AND/OR ITS AFFILIATES(“CSG”)4CSGI.COMForewordIn the past year,weve seen the importance of grounding our customer experience strategies in data-driven insights.