The State of AI in Customer Experience 2025

How AI, human talent and unified platforms are driving up to 20% higher customer satisfaction and measurable ROI

AI adoption is climbing fast—but are companies actually seeing results? To find out, CX analyst firm Metrigy surveyed 1,100 CX decision-makers across industries. The verdict: organizations using AI in their CX stack reported up to 20% increases in customer satisfaction and 15% cost savings compared to non-adopters.

This exclusive Metrigy eBook, commissioned by Zoom, goes beyond the hype and reveals how leading organizations are using AI today, what challenges they’re still facing and which strategies are paying off.

Inside, you’ll uncover:

The top drivers fueling AI adoption in customer experience
The biggest roadblocks CX leaders hit when integrating AI
Which features and capabilities matter most when evaluating AI solutions
Why people and unified platforms remain central to AI success (companies investing in training saw higher ROI than those who didn’t)

Don’t rely on guesswork. See how over 1,000 of your peers are using AI to achieve measurable results. Download the eBook today and back your strategy with data.

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Presented by

Zoom’s mission is to provide an AI-first work platform for human connection. Reimagine teamwork with Zoom Workplace — Zoom’s open collaboration platform with AI Companion that empowers teams to be more productive. Together with Zoom Workplace, Zoom’s Business Services for sales, marketing, and customer experience teams, including Zoom Contact Center, strengthen customer relationships throughout the customer lifecycle. Founded in 2011, Zoom is publicly traded (NASDAQ:ZM) and headquartered in San Jose, California.

Get more information at zoom.com.