The State of AI in Customer Experience 2025

How AI, human talent, and unified platforms are delivering measurable ROI.

AI adoption is on the rise—but how are top organizations actually using it to improve customer experience? CX analyst firm, Metrigy, surveyed 1,100 CX decision-makers across industries to find out where they’re investing, what’s working, and what’s next.

Download this exclusive Metrigy ebook, commissioned by Zoom, to explore:

The top drivers of AI adoption in customer experience
The biggest challenges CX leaders face with AI integration
The features and capabilities that matter most when evaluating AI solutions
How human talent and unified platforms play a key role in AI success

Whether you're just getting started or looking to optimize your current AI strategy, these insights will help guide your next move.

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