CMSWire Releases the 2025 State of the Digital Customer Experience Report

New Report Reveals Key Technology Investments and the Expanding Role of AI in Shaping Superior Customer Experiences

SAN FRANCISCO, CALIFORNIA, USA, June 5, 2025 — CMSWire, the world’s leading community of customer experience professionals powered by Simpler Media Group (SMG), today announced the release of the 2025 State of the Digital Customer Experience (DCX) Report. This year’s edition offers a timely and comprehensive look at how organizations are adapting to a rapidly evolving digital landscape, with a special focus on the growing impact of artificial intelligence on customer experience strategy.

Now in its tenth year, the annual report draws on insights from more than 700 customer experience executives, shedding light on current investment patterns, operational challenges and the innovative technologies driving competitive advantage. With digital experience increasingly recognized as a business-critical function, the findings highlight both the strategic priorities and pain points that shape today’s DCX landscape.

Key takeaways from the 2025 report include:

• Digital CX remains a top strategic priority: Companies continue to place DCX at the center of their business transformation efforts.
  
• Technology is a key differentiator: Organizations are leveraging advanced martech stacks — including content management, automation tools and AI engines — to scale personalized customer interactions.
  
• AI is delivering measurable business value: Generative AI is helping teams enhance customer engagement, streamline operations and unlock new opportunities for innovation.
  
• Challenges persist in execution: Many leaders cite integration complexity and cross-team coordination as persistent obstacles to delivering seamless digital experiences.
  

Brice Dunwoodie, CEO of Simpler Media Group, commented on the findings:

“This year’s report reinforces what we’ve seen across the industry — DCX is not just a marketing initiative; it’s a companywide imperative. Those that embrace AI and invest in intelligent, integrated tech stacks are delivering experiences that differentiate and drive growth.”

Sarah Kimmel, VP of Research at SMG, added:

“AI is no longer a futuristic idea — it’s a practical tool that marketing and CX teams are already using to create real value. Our research shows that organizations adopting generative AI are gaining efficiency, improving personalization and staying ahead of changing customer expectations.”

The full report includes detailed analysis of investment trends, executive insights and practical strategies for navigating the next era of digital customer experience.

Readers interested in exploring how leading organizations are using AI to reimagine digital experience and build lasting customer relationships can purchase the full report at store.simplermedia.com. A free executive summary is also available at cmswire.com.

About Simpler Media Group

Publishing
Simpler Media Group (SMG) is a B2B technology information and research services company serving a 7 million+ global community of digital business leaders. Our mission is to advance the careers of our members through best-in-class knowledge and professional networking. SMG’s flagship publication, CMSWire, is complemented by Reworked, focused on the employee experience, and VKTR, a publication dedicated to enterprise artificial intelligence.

Research
SMG’s research division delivers annual state-of-the-industry reports, quarterly market guides, and focused insights briefs. We provide performance marketing, custom research, content development, and event services for enterprise clients.

Awards
SMG hosts the annual IMPACT Awards, which recognize excellence across digital workplace, employee experience, and customer experience categories, including “Customer Experience Leader of the Year.”