Closing the CX Gap: Leaders vs. Customers
81% of leaders use AI, 74% of customers still pick up the phone and the gap is costing loyalty
Customers aren’t shy about what they want: shorter waits, fewer repeats and service they can trust. Yet many brands continue to miss the mark, overestimating the experiences they deliver.
The Five9 2025 Business Leaders CX Report reveals where customer expectations and leader perceptions diverge — and how AI, automation and empowered agents can help close the gap.
Inside, you’ll learn:
- Where loyalty is lost: The biggest disconnects between leaders and customers
- AI is now, not next: 81% of leaders already use it, but trust depends on a human safety net
- Agents as trust builders: Why empathy matters more than troubleshooting
- Metrics that matter: Which measures to retire and which to adopt for 2025
CX is not about keeping pace. It is about aligning with what customers truly value. Download the full report to uncover blind spots and reset your CX strategy.
