Best Practice Customer-Facing Organization Study Report (2025) – Key Findings and Trends

The 'Best Practice Customer-Facing Organization Study Report' was released in March 2025, focusing on opportunities for customer-facing functions to achieve best practice status1.

Top priorities identified for customer-facing organizations in 2024-2025 include creating a frictionless customer experience, increasing self-service adoption, and integrating generative AI technologies5.

Upgrading legacy systems, enhancing customer personalization, and reducing costs are also key operational focuses. There is less emphasis on talent management compared to previous years5.

Digital transformation has rapidly advanced, with customers placing a higher value on time, digital dexterity, and self-sufficiency, leading organizations to prioritize self-service and automation5.

The report discusses leveraging new technologies and workflows to improve customer impact and demonstrate measurable growth3.

Sources:

1. https://bluematterconsulting.com/insights/whitepaper/best-practice-customer-facing-organization-study-report/

3. https://churnzero.com/blog/2025-customer-success-trends/

5. https://www.cmpresearch.com/flexible-remote-contact-centers/media-kits/2024-2025-customer-contact-executive-benchmarking-report-3