Delivers market insights for nine CX technology areas in 2025
September 5, 2025 – Research and advisory firm Metrigy released its Customer Experience MetriCast 2025 market research study of nine key technology areas driving successful customer interactions.
In the Customer Experience MetriCast 2025 study, Metrigy analyzes buy-side market data provided by 1,397 IT leaders from 11 countries across 34 industries with operational and/or procurement responsibilities. Metrigy looks at technologies in use, providers, spending, ratings of the providers, and relative success using the products. Metrigy also examines the percentage of companies that are changing or planning/evaluating a change in providers, what’s driving them to leave, and which new providers they are considering in the following categories:
- Agent assist
- AI agents
- Communication platform as a service (CPaaS)
- Contact center as a service (CCaaS)
- Customer relationship management (CRM)
- Knowledge management
- On-premises & dedicated cloud contact center platforms
- Voice of the customer (VoC)
- Workforce engagement management (WEM)
Among the study’s findings is that 38% of businesses are now using cloud-delivered contact center service, or CCaaS, in some capacity. “Beyond contact center platform and AI spending, the majority of respondents indicated they were keeping CX spending flat in 2025 with economic uncertainty surrounding tariffs and geopolitical concerns. The growth in CCaaS spending is predominantly from additional seats being added along with increases in staffing,” says Diane Myers, Metrigy senior research director. “Chatbots continue to grow in usage with more voicebots coming online.”
The MetriCast study is part of Metrigy’s MetriCast Service, which also includes market forecast and shares across select customer experience and workplace collaboration technology categories, with quarterly updates; MetriRank vendor ratings across select categories; and the annual MetriStar Awards for vendors earning top customer sentiment ratings and whose customers achieve top business success. For more information, visit www.metrigy.com.
