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New data - How leaders are scaling service with AI in 2025
2025 CX Landscape Report
Organizations recognize the immense value of CX data, but most
still aren’t fully capitalizing on it.
The fastest way to unlock that value? Harness AI, automation,
and a balanced approach to both solicited and unsolicited customer feedback –
all backed by strong governance.
To explore how leading organizations are doing this, CallMiner
surveyed 700 global CX and contact center leaders for our 2025 CX Landscape Report.
This fourth annual report offers valuable insight into not only the current
state of the field, but also how trends and attitudes have changed over time.
Inside, you’ll discover:
- Why
balancing feedback sources matters: 72% collect mostly solicited feedback, but blending
solicited and unsolicited sources provides richer customer understanding.
- How
automation accelerates CX improvements: 42% still rely heavily on
manual analysis, slowing their ability to respond and improve.
- Where
the industry stands on AI adoption: 80% have at least partially implemented AI, using it
for personalization (43%), loyalty driver identification (43%), and trend
prediction (40%).
Download the full report
today to find out how you stack up against other leading organizations, and
learn how to harness insights from every feedback channel and accelerate your
CX response with AI and automation.