State of the Customer Journey Experience 2024-2025

This research report outlines the current trends and challenges in customer journey management, focusing on the evolution of practices since 2023. It details the findings from a survey conducted among CX Network members across various regions, including the Americas and Europe, highlighting the significant roadblocks faced by practitioners in delivering optimal customer experiences. The report emphasizes the importance of real-time data and integrated systems, noting that siloed data remains a major barrier to understanding customer journeys effectively. It presents insights into how organizations define success in customer experience, with a focus on seamless interactions and customer satisfaction. Additionally, it discusses the role of AI in journey management and provides commentary from industry leaders on the challenges and opportunities that lie ahead. The report serves as a comprehensive resource for understanding the dynamics of customer journey success and the metrics used to measure it.