Budget Planning Guide 2025: Customer Experience

August 1st, 2024

With contributors:

Rick Parrish , Maxie Schmidt , Joana de Quintanilha , Judy Weader , Angelina Gennis , Katy Tynan , Kim Herrington , David Truog , Chiara Bragato , Emanuella Santos

Summary

Customer experience (CX) leaders are cautiously optimistic about their resources as they try to reverse declines in CX quality: 40% plan to increase their overall CX investments above inflation in the next 12 months. To succeed, CX leaders must invest to overhaul core CX competencies — determining what customers need, designing and testing solutions, and delivering products and services — that help their organizations bring their expressions of customer obsession to life in the customer experience. This report provides CX leaders with data-driven guidance on where to increase, decrease, or experiment with their budgets for 2025.

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