Organizations are developing a more grounded view of what it means to modernize customer experiences (CX) and employee experiences (EX). After several years of experimenting with cloud, data intelligence and generative AI, many businesses are shifting to operational execution: unifying data flows, scaling automation, aligning processes across functions and integrating AI into everyday workflows. This shift is tied to trust and resilience, as 75% strongly agree that building trusted customer relationships requires investment in new tools and technologies to manage customer preferences, privacy and security. The Customer Experience & Commerce, Digital Maturity 2025 survey captures this transition.
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