Digital CX Services 2025 Market Insights™

This report identifies key demand-side trends in the digital CX services space, helping enterprises fine-tune their digital CX transformation strategies. It provides an overview of key trends and a forward-looking view that Avasant sees as important to highlight in this space.

Why read this Market Insights?

This report explores how enterprises are transforming digital CX by leveraging AI-driven customer service solutions and cloud-native digital experience platforms for scalable, personalized, and real-time customer engagement. It examines the implications of evolving data privacy and AI governance regulations, which are driving enterprises to redesign CX processes to ensure compliance and transparency. In addition, the report highlights workforce transformations resulting from AI-driven innovation, including reductions in traditional marketing and customer service roles, and a shift toward strategic, technology-focused positions. It also analyzes challenges such as legacy systems, organizational siloes, and data complexities that impede enterprise-wide adoption of CX initiatives.

The Digital CX Services 2025 Market Insights™ aids enterprises in identifying important market trends and challenges for any digital CX services transformation project that they take part in.

Methodology

The industry insights presented in this report are based on our ongoing interactions with enterprise CXOs and other key executives; targeted discussions with service providers, subject matter experts, and Avasant Fellows; and lessons learned from consulting engagements.

Table of contents

About the report (Page 3–5)

• • About the Digital CX Services 2025 Market Insights report
  • Key reports of Avasant’s digital CX services research
  • Definition and scope of digital CX services

Executive summary (Pages 6–8)

• • Key digital CX services trends shaping the market
  • In this report’s companion study, Digital CX Services 2025 RadarView, the following service providers were recognized

State of the market (Pages 9–14)

• • Modernizing customer service operations and optimizing marketing workflows are key priorities for over 55% of enterprises leveraging digital CX services
  • Evolving global regulations on data privacy, cross-border data transfers, and AI governance are compelling enterprises to redesign digital CX processes
  • Customer data platforms and third-party integrations face the most stringent regulatory scrutiny and compliance requirements
  • In the long term, marketing and customer service functions are projected to experience a workforce reduction of 16%–20% due to the rising adoption of AI
  • Organizational silos, legacy systems, data complexity, and evolving AI initiatives continue to impede enterprise digital CX adoption

Future outlook (Pages 15–16) 

• • As AR/VR and AI technologies converge, the digital CX landscape is poised to become highly personalized, proactive, and immersive

Key contacts (Page 17)

Read the Research Byte based on this report. Please refer to Avasant’s Digital CX Services 2025 RadarView™ for detailed insights on the service providers and supply-side trends.