Our Customer Experience & Commerce, Vendor Selection 2025 study captures how organizations are recalibrating customer experience technology investments around measurable value, integration simplicity and AI-driven adaptability. Usability remains the top factor in vendor selection; however, evaluations now encompass architecture, time to value and partnership maturity — factors that drive operational results. This year's data shows AI agents, agentic process automation and embedded intelligence maturing from experimental pilots to purchasing criteria.
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