Customer Experience Optimization 2025-26: Focus on CX Testing & Assurance

Authors: Robin Gareiss, CEO and Principal Analyst; Beth Schultz, VP of Research and Principal Analyst

With a never-ending set of technology options for interacting with customers, companies are continuously evaluating and changing their applications, services, and operational processes. Metrigy’s Customer Experience Optimization 2025-26 study evaluates how successful companies are optimizing their customer experience from both their own experience—and that of their end customers. This pullout from that report zeroes in on how CX assurance tools come into play in achieving those goals.

Table of Contents

• CX assurance defined
• Overall study success metrics
• How the success group uses CX assurance tools
• Adoption
• Drivers
• Importance ratings