CX in 2025: The Top Challenges Facing CX Leaders Today
September 15, 2025 2:41 pm
Interested to know what the biggest CX challenges are, so far, in 2025?
TP’s research from interviews with CX and contact centre leaders, explore the key challenges today’s leaders are seeing so far this year. It is across sector and now available in a whitepaper. A full breakdown of the challenges in 5 x key industry sectors is also included.
To download the full white paper, fill out the form.
Some of the key findings include;
- 64% of respondents identified AI as a key challenge or opportunity in 2025.
- 21% cited difficulties in gaining board-level support and ensuring CX is a business-wide priority.
- 28% expressed concern over cost challenges, proving ROI and balancing efficiency with CX improvements.
- 35% of respondents highlighted the challenge of keeping up with rising customer expectations, personalisation, and segmentation.
- Insurance companies reported “Channel Optimisation” as their top challenge in understanding how customer want to interact.
- Financial Services reported speed of digital transformation as their biggest challenge.
- Retailers sited AI and Automation, balancing AI investment with real value.
These are invaluable insights from real CX leaders in today’s leading companies.
