2025 Is the “Prove-It” Year for CX, Reveals CSG State of the Customer Experience Report
CSG (NASDAQ: CSGS) has released its 2025 State of the Customer Experience Report, highlighting four key strategies for companies to improve their customer experience (CX) and demonstrate tangible business value. The report emphasizes that successful CX leaders must prove how their initiatives generate revenue, reduce costs, and enhance brand equity.
The analysis, based on customer insights, analyst research, and 13 billion CSG datapoints, reveals that the CX industry is currently overwhelmed with tools while consumers face excessive communications. The report identifies four winning strategies for brands: personalizing key moments to reduce churn, balancing AI implementation with customer needs, consolidating marketing technology to bridge data gaps, and ensuring CX Officers think like CFOs by linking CX programs to financial outcomes.
CSG (NASDAQ: CSGS) ha pubblicato il suo rapporto sullo Stato dell'Esperienza del Cliente 2025, evidenziando quattro strategie fondamentali per le aziende per migliorare la loro esperienza cliente (CX) e dimostrare un valore tangibile per il business. Il rapporto sottolinea che i leader di CX di successo devono dimostrare come le loro iniziative generano entrate, riducono i costi e migliorano l'equità del marchio.
L'analisi, basata su intuizioni dei clienti, ricerche di analisti e 13 miliardi di punti dati CSG, rivela che l'industria CX è attualmente sovraccarica di strumenti mentre i consumatori affrontano comunicazioni eccessive. Il rapporto identifica quattro strategie vincenti per i marchi: personalizzare i momenti chiave per ridurre l'abbandono, bilanciare l'implementazione dell'IA con le esigenze dei clienti, consolidare la tecnologia di marketing per colmare le lacune nei dati, e garantire che i responsabili CX pensino come CFO collegando i programmi CX ai risultati finanziari.
CSG (NASDAQ: CSGS) ha lanzado su Informe sobre el Estado de la Experiencia del Cliente 2025, destacando cuatro estrategias clave para que las empresas mejoren su experiencia del cliente (CX) y demuestren un valor comercial tangible. El informe enfatiza que los líderes exitosos en CX deben probar cómo sus iniciativas generan ingresos, reducen costos y mejoran el valor de la marca.
El análisis, basado en información del cliente, investigaciones de analistas y 13 mil millones de puntos de datos de CSG, revela que la industria de CX está actualmente abrumada por las herramientas, mientras que los consumidores enfrentan una comunicación excesiva. El informe identifica cuatro estrategias ganadoras para las marcas: personalizar momentos clave para reducir la deserción, equilibrar la implementación de IA con las necesidades del cliente, consolidar la tecnología de marketing para cerrar las brechas de datos, y asegurar que los responsables de CX piensen como CFOs vinculando los programas de CX con los resultados financieros.
CSG (NASDAQ: CSGS)는 2025 고객 경험 상태 보고서를 발표하며 고객 경험(CX)을 향상시키고 실질적인 비즈니스 가치를 보여주기 위한 네 가지 주요 전략을 강조했습니다. 이 보고서는 성공적인 CX 리더가 자사 이니셔티브가 어떻게 수익을 창출하고 비용을 절감하며 브랜드 가치를 높이는지 증명해야 한다고 강조합니다.
고객 통찰력, 분석가 조사 및 130억 개 CSG 데이터 포인트를 기반으로 한 분석은 현재 CX 산업이 도구에 압도당하고 있으며 소비자들이 과도한 커뮤니케이션에 직면해 있다고 밝혔습니다. 이 보고서는 브랜드를 위한 네 가지 승리 전략을 식별합니다: 핵심 순간 개인화하여 이탈을 줄이고, 고객의 요구에 맞춰 AI 구현의 균형을 맞추며, 마케팅 기술 통합으로 데이터 격차를 메우고, CX 책임자가 CFO처럼 사고하도록 보장하여 CX 프로그램을 재무 성과와 연결짓는 것입니다.
CSG (NASDAQ: CSGS) a publié son rapport sur l'État de l'Expérience Client 2025, mettant en avant quatre stratégies clés pour que les entreprises améliorent leur expérience client (CX) et démontrent une valeur commerciale tangible. Le rapport souligne que les leaders CX qui réussissent doivent prouver comment leurs initiatives génèrent des revenus, réduisent les coûts et renforcent la valeur de la marque.
L'analyse, basée sur les insights clients, les recherches d'analystes et 13 milliards de points de données CSG, révèle que le secteur CX est actuellement submergé d'outils tandis que les consommateurs sont confrontés à une communication excessive. Le rapport identifie quatre stratégies gagnantes pour les marques : personnaliser les moments clés pour réduire le taux de désabonnement, équilibrer l'implémentation de l'IA avec les besoins des clients, consolider la technologie marketing pour combler les lacunes de données, et garantir que les responsables CX pensent comme des CFO en liant les programmes CX aux résultats financiers.
CSG (NASDAQ: CSGS) hat seinen Bericht über den Status der Kundenerfahrung 2025 veröffentlicht und vier zentrale Strategien hervorgehoben, wie Unternehmen ihre Kundenerfahrung (CX) verbessern und greifbaren Geschäftswert demonstrieren können. Der Bericht betont, dass erfolgreiche CX-Führer nachweisen müssen, wie ihre Initiativen Einnahmen generieren, Kosten senken und das Markenimage stärken.
Die Analyse, die auf Kundeninsights, Analystenforschung und 13 Milliarden CSG-Datenpunkten basiert, zeigt, dass die CX-Branche derzeit mit Werkzeugen überflutet ist, während Verbraucher mit übermäßiger Kommunikation konfrontiert werden. Der Bericht identifiziert vier gewinnende Strategien für Marken: Schlüssel-momente personalisieren, um Abwanderung zu reduzieren, die Implementierung von KI mit den Bedürfnissen der Kunden auszubalancieren, Marketingtechnologie zu konsolidieren, um Datenlücken zu schließen, und sicherzustellen, dass CX-Beauftragte wie CFOs denken, indem sie CX-Programme mit finanziellen Ergebnissen verknüpfen.
- Company demonstrates leadership in CX analytics with 13 billion datapoints
- Strategic focus on linking CX initiatives to measurable financial outcomes
- Development of concrete strategies to improve customer retention and reduce churn
- None.
Analysis shows that customer experience programs are under newfound pressure to deliver clear action and measurable outcomes
CSG Launches 2025 State of the Customer Experience Report (Graphic: Business Wire)
“In times of change, it’s crucial to remember the basics: Customers want to feel known, heard and understood,” said Katie Costanzo, president of Customer Experience, CSG. “Today’s technology can help us enhance and scale the personalized experiences that customers crave, but it’s important not to get caught up in flashy gimmicks. Instead, customer loyalty results from consistent, empathetic interactions that resonate on a human level. CSG’s 2025 State of the Customer Experience report is meaningful because it’s not about fleeting trends but universal truths at the heart of CX, proving the power of experiences to grow any business.”
Drawing from customer insights, analyst research and 13 billion CSG datapoints, the report reveals a CX industry that is oversaturated with new tools and consumers who are overwhelmed by excessive, irrelevant communications and unexpected changes. To drive results in 2025 and beyond, brands must re-focus their efforts on the customer and make decisions based on data, not assumptions. Businesses need to prove they can communicate in the moments that matter most—ensuring relevance, building trust and driving meaningful action to improve the customer experience.
The 2025 State of the Customer Experience Report finds that successful brands will be those that:
- Personalize key moments by repairing the interactions that cause the most churn.
- Balance AI ambitions with customer needs by starting small and offering choice.
- Crush the data chasm by consolidating marketing technology and connecting siloed data.
- Encourage CXOs to think like CFOs, translating CX programs to revenue gains and OpEx reductions.
Read CSG’s full analysis and recommendations in the global industry report: The 2025 State of the Customer Experience Report.
About CSG
CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. Our customer experience, billing and payments solutions help companies of any size make money and make a difference. With our SaaS solutions, company leaders can take control of their future and tap into guidance along the way from our fiercely committed and forward-thinking CSGers around the world.
Want to be future-ready and a change-maker like the global brands that trust CSG? Visit csgi.com to learn more.
View source version on businesswire.com: https://www.businesswire.com/news/home/20250211913132/en/
Julia Dakhlia
Public Relations
+1 (402) 431-7376
julia.dakhlia@csgi.com
John Rea
Investor Relations
+1 (210) 687-4409
john.rea@csgi.com
Source: CSG
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