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.
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.
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.
About the report (Page 3–5)
Executive summary (Pages 6–8)
State of the market (Pages 9–14)
Future outlook (Pages 15–16)
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.
Avasant’s research and other publications are based on information from the best available sources and Avasant’s independent assessment and analysis at the time of publication. Avasant takes no responsibility and assumes no liability for any error/omission or the accuracy of information contained in its research publications. Avasant does not endorse any provider, product or service described in its RadarView™ publications or any other research publications that it makes available to its users, and does not advise users to select only those providers recognized in these publications. Avasant disclaims all warranties, expressed or implied, including any warranties of merchantability or fitness for a particular purpose. None of the graphics, descriptions, research, excerpts, samples or any other content provided in the report(s) or any of its research publications may be reprinted, reproduced, redistributed or used for any external commercial purpose without prior permission from Avasant, LLC. All rights are reserved by Avasant, LLC.
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