GOALS AND INVESTMENTS
In December 2024 , DMG Consulting conducted our annual global survey of enterprise , customer experience ( CX ), contact center , and customer service leaders concerning their business goals and technology investment priorities for the upcoming year . This year , we also asked participants about their expectations regarding the potential and benefits of artificial intelligence ( AI ), as this is currently the hottest topic in the service industry .
The study shows a clear pattern of AI-enabled transformation that was set in motion in 2024 and is going strong in 2025 . Following are insights into the business objectives contact center leaders plan to address during the year .
TOP CONTACT CENTER GOALS FOR 2025
Improving the CX is the top business goal for service organizations in 2025 , selected by 57.6 % of respondents ( SEE CHART ) and recapturing sole possession of first place after tying with enhancing self-service solutions in 2024 . However , the percentage of survey participants who chose improving the CX as a priority decreased slightly from 59.3 % during that period .
18 CONTACT CENTER PIPELINE
VISION 2025
ILLUSTRATION PROVIDED BY ADOBE IMAGES
KEY CONTACT CENTER BUSINESS GOALS
Having followed these survey trends for the past 10 years ( with the exception of 2019 ), DMG believes executives are highly committed to enhancing the CX and view this goal as a core operating tenet in most contact centers . Enhancing self-service systems came in second place , chosen by 53.0 % of survey respondents , and improving productivity was the third-ranked business goal ( 48.5 %). IMPROVING THE CX IS THE TOP BUSINESS GOAL FOR SERVICE ORGANIZATIONS ...