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Key Performance Indicators for Customer Experience Show Strongest Improvement since 2021 – Adoption of AI and Customer-First Strategies Fuel Gains

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The CX industry is making significant strides in key performance indicators (KPIs) while simultaneously facing persistent challenges tied to legacy systems and economic headwinds according to the 2025 CX Leaders Trends & Insights: Corporate Edition released by Execs In The Know. Rapid adoption of artificial intelligence (AI), the continued importance of human-driven support, and the growing emphasis on cross-channel consistency and ease have bolstered the improvement. With more than half of CX leaders acknowledging that many customer interactions remain too complex for full automation, brands must focus on balancing technology with human expertise to create seamless, meaningful experiences.

PHOENIX, March 11, 2025 /PRNewswire-PRWeb/ — The CX industry is making significant strides in key performance indicators (KPIs) while simultaneously facing persistent challenges tied to legacy systems and economic headwinds according to the 2025 CX Leaders Trends & Insights: Corporate Edition released by Execs In The Know. Rapid adoption of artificial intelligence (AI), the continued importance of human-driven support, and the growing emphasis on cross-channel consistency and ease have bolstered the improvement. With more than half of CX leaders acknowledging that many customer interactions remain too complex for full automation, brands must focus on balancing technology with human expertise to create seamless, meaningful experiences.

Susan McDaniel, Co-Founder and COO of Execs In The Know noted, “As brands push for digital transformation, AI and automation will best serve to enhance — not replace — the personal connections that define exceptional customer experiences.”

“The leveraging of AI technology continued in earnest in 2024, but the importance of live assistance remains immutable,” said Susan McDaniel, Co-Founder and COO of Execs In The Know. “As brands push for digital transformation, AI and automation will best serve to enhance — not replace — the personal connections that define exceptional customer experiences. We are excited about what this research reveals on this and other critical topics.”

The research also highlights a growing investment in cross-channel integration to reduce customer friction and improve engagement. With 74% of brands planning to enhance their technological capabilities, CX leaders recognize the importance of delivering consistent and efficient customer interactions as consumers navigate across channels.

Some of the most notable findings include:

68% of CX leaders reported improvements in KPIs over the past 12 months, the highest percentage recorded since 2021.90% of brands have already deployed AI or plan to do so soon, a significant jump from 61% in 2022.54% of CX leaders report that 21–60% of customer interactions remain too complex for self-service or AI-powered solutions.42% of CX leaders cite legacy systems as their biggest operational hurdle, slowing down digital transformation.

Access the 88-page 2025 CX Leaders Trends & Insights: Corporate Edition released by Execs In The Know in partnership with TELUS Digital for an in-depth analysis of the evolving CX landscape, highlighting key industry trends, challenges, and opportunities for CX leaders.

About Execs In The Know

Execs In The Know brings together customer experience (CX) leaders from across industries to advance the conversation and drive innovation in CX. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage in a collaborative environment. Through bi-annual Customer Response Summits, private executive communities, industry briefings, and exclusive research reports, Execs In The Know helps organizations deliver exceptional customer-first experiences.

Media can access the report here: 2025 CX Leaders Trends & Insights: Corporate Edition

For more information and to download the full report, visit ExecsInTheKnow.com.

Media Contact

Laurie Tomko, Execs In The Know, 1 8043631432, laurie@execsintheknow.com, ExecsInTheKnow.com

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PS Hogan highlights investments from Spring Economic Update 2026: Canada Strong for All to support Canada’s sport system

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CALGARY, AB, May 2, 2026 /CNW/ – In Budget 2025, we outlined our plan to build Canada Strong. Since then, we have moved fast to build the major infrastructure, homes and industries that grow Canada’s economy and create lasting prosperity; empower Canadians with better careers and a more affordable life; and protect our communities, our borders and our way of life.

We delivered concrete savings for Canadians while supporting key national priorities and keeping investments focused on results. We are maintaining a strong fiscal position, with the Spring Economic Update 2026 showing that projected deficits are lower over the fiscal horizon and that we are on track to meet our fiscal anchors.

The Spring Economic Update 2026 is the next step in our plan to build Canada Strong for All. It provides a clear update on the strength of Canada’s economy, giving Canadians confidence in our plan. It delivers targeted relief to make life more affordable, support workers and accelerate the construction of homes and major infrastructure. It also strengthens Canada’s competitiveness and economic growth while investing in strong, safe communities across the country.

Today, Corey Hogan, Parliamentary Secretary to the Minister of Energy and Natural Resources and Member of Parliament for Calgary Confederation, met with athletes at Foothills Athletic Park to highlight key investments in sport from the Spring Economic Update to build stronger and safer communities.

The Government of Canada is investing $755 million to support and expand Canada’s sport system, which will help athletes safely train and perform at the highest levels. This will increase sport participation across the country by strengthening national sport organizations, infrastructure and local sport communities.

Canada’s new government is transforming our economy from reliance to resilience. The Spring Economic Update 2026 ensures all Canadians can participate in building Canada strong and share in its success. Other key measures include:

The Canada Strong Fund — Canada’s first national sovereign wealth fund. This will invest in key, strategic Canadian projects and companies. While Canadians will benefit from these nation building projects through jobs, economic growth and greater security, the government is determined to ensure that Canadians also have a stake in the projects themselves. That’s why a unique and important feature of the Canada Strong Fund will be its new retail investment product. This allows Canadians to receive financial returns as we build Canada strong together.Team Canada Strong — a new nationwide effort to recruit, train and hire 80,000 to 100,000 new skilled trade workers by 2030–31. This initiative creates new opportunities for Canadians and attracts the workers needed to build more homes and major projects at speed and at scale.Building Stronger Communities — by making communities safer, more connected and more resilient. We are building more homes, getting tougher on crime and fraud and funding essential infrastructure, including small craft harbours that sustain coastal communities and local jobs. We are also investing to build healthier, safer and stronger Indigenous communities.

Our new government is building a Canada that is not just strong, but good; not just prosperous, but fair. A Canada that is not just for some, most of the time, but for all, at all times. We’re building Canada strong, for all.

Quote

“The Spring Economic Update 2026 builds on the momentum of our budget, combining strategic investments with sustained fiscal discipline to keep building Canada Strong for All — delivering prosperity today and strengthening our economy for tomorrow. At this pivotal moment in Canada’s history, we’re charting a course through the fog of uncertainty and global headwinds with strength, determination and ambition — and building one strong Canadian economy, by Canadians, for Canadians.”
— The Honourable François-Philippe Champagne, Minister of Finance and National Revenue 

“The Government of Canada is building Canada Strong by investing in what brings us together — our people, our communities and our athletes. By strengthening the foundation of Calgary and  Canada’s sport system, we are building a resilient economy and strong communities for all.”
— Corey Hogan, Parliamentary Secretary to the Minister of Energy and Natural Resources and Member of Parliament for Calgary Confederation

Quick Facts

The Spring Economic Update 2026 proposes to provide $755 million over five years, starting in 2026–27, and $118 million ongoing to Canadian Heritage to support Canada’s sport system to: Host and compete with the best: $50 million over five years to bring more world-class sporting events to Canada. Funding will be tied to legacy-building projects that deliver lasting benefits well beyond the events themselves. Facilities built or upgraded for major events will continue to serve communities, support grassroots participation and strengthen local sport systems for years to come. Support our athletes in performing at the highest levels: $45 million over five years and $8 million ongoing to help our athletes train, compete and perform, including support for better mental health and funding that will be linked to robust safe sport measures and frameworks. These actions will strengthen the sport system and respond to some of the findings of the Final Report of the Future of Sport in Canada Commission while the government continues to consider all of its Calls to Action. Get more Canadians involved in sport: $660 million over five years and $110 million ongoing for National Sport Organisations, increasing funding that has remained largely unchanged since 2005, so that they can invest in a strong and safe sport system and grow participation among children and youth nationwide.

Related products

Spring Economic Update 2026: Canada Strong for AllSpring Economic Update 2026: Key MeasuresSpring Economic Update 2026: Address by the Minister of Finance and National Revenue  

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POVADDO AND PROLEGIS ANNOUNCE STRATEGIC PARTNERSHIP TO EXPAND ACCESS TO PUBLIC POLICY PROFESSIONALS FOR OPINION RESEARCH

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Partnership connects policy professionals using Prolegis’ modernized Congressional platform with Povaddo’s exclusive paid research panel, combining forces to serve the policymaking community

ST. LOUIS and WASHINGTON, May 2, 2026 /PRNewswire/ — Povaddo, a leading provider of public opinion and policy elite research, has announced a strategic partnership with Prolegis, a nonpartisan technology platform serving thousands of policy professionals in Congress and the advocacy community. The partnership will expand the reach of the Povaddo Panel—an exclusive network of nearly 5,000 public policy professionals worldwide—while providing Prolegis users new opportunities to contribute their expertise to policy research.

Prolegis provides nonpartisan technology solutions designed to modernize Congress. Built specifically for the policymaking community, the platform serves as a natural intersection where policy professionals and issue advocacy campaigns meet, making it an ideal environment for connecting researchers with the experts shaping public policy.

Beginning this month, users of the Prolegis platform will be invited to join the Povaddo Panel and become eligible to participate in research studies tailored specifically for public policy professionals.

“There is no shortage of so-called ‘expert network’ firms, but Povaddo is setting the standard when it comes to building the most rigorous and credible network of public policy professionals in the U.S. and beyond,” said William Stewart, President of Povaddo. “What makes Prolegis the right partner is the quality and relevance of their community—these are precisely the professionals our clients most want to hear from. Prolegis users are actively engaged in policy work daily, making them ideal participants for our research studies. This partnership will meaningfully accelerate our efforts.”

“Prolegis exists to serve the policy community with tools that make their work more effective,” said Jim Gianiny, CEO of Prolegis. “Partnering with Povaddo allows our users to contribute their expertise in a new way and take part in rigorous research that helps organizations better understand the policy landscape. It’s a natural extension of what our platform already does: connecting policy professionals with the resources and opportunities that matter to their work.”

Launched in 2018, the Povaddo Panel was built to meet growing demand for research insights from individuals who shape, influence, and analyze public policy as part of their daily work. Over the past eight years, the panel has grown to nearly 5,000 public policy professionals worldwide, including over 2,000 in the United States. Many panelists are former elected officials, including former Members of Congress.

This partnership is part of a broader period of momentum for Povaddo. The company recently announced it is launching a quarterly omnibus survey among public policy professionals in the United States and Europe.

“Companies and other organizations that want to understand what public policy professionals think—whether about their brand or an issue they are facing—now have a new way of doing that. Our new omnibus survey among public policy professionals fills an important need in the research services marketplace,” said Brooke Hayes, Executive Vice President of Povaddo, who oversees the Povaddo Panel and the firm’s new omnibus research service among public policy professionals.

Additionally, Povaddo recently released select findings from its survey of public policy professionals in the U.S. and Europe regarding their attitudes towards AI. In an era when political consensus is elusive, this study finds widespread agreement within policy communities on both sides of the Atlantic that government regulation of AI should be increased.

About Povaddo: Povaddo specializes in public opinion and policy elite research. Founded in 2009, Povaddo is recognized as a trusted advisor to top-tier organizations seeking to navigate complex issues management, strategic communications, corporate reputation, and business transformation challenges. Most of the firm’s clients sit within external affairs, corporate affairs, public affairs, government affairs, regulatory affairs, scientific affairs, corporate communications, business planning and strategy. For more information, please visit www.povaddo.com.

About Prolegis: Prolegis provides nonpartisan technology solutions designed to modernize Congress. Built specifically for the policymaking community, Prolegis delivers innovative solutions, efficient tools, and engaging content, all on one easy-to-use platform. The platform serves Congressional staff, think tank scholars, and public affairs professionals, creating a unique intersection where policy expertise and advocacy meet. For more information, please visit www.prolegis.com.

Media Inquiries: William Stewart, +1 (855) 768-2336, stewart@povaddo.com

View original content to download multimedia:https://www.prnewswire.com/news-releases/povaddo-and-prolegis-announce-strategic-partnership-to-expand-access-to-public-policy-professionals-for-opinion-research-302760432.html

SOURCE POVADDO LLC

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POVADDO AND PROLEGIS ANNOUNCE STRATEGIC PARTNERSHIP TO EXPAND ACCESS TO PUBLIC POLICY PROFESSIONALS FOR OPINION RESEARCH

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Partnership connects policy professionals using Prolegis’ modernized Congressional platform with Povaddo’s exclusive paid research panel, combining forces to serve the policymaking community

ST. LOUIS and WASHINGTON, May 2, 2026 /PRNewswire/ — Povaddo, a leading provider of public opinion and policy elite research, has announced a strategic partnership with Prolegis, a nonpartisan technology platform serving thousands of policy professionals in Congress and the advocacy community. The partnership will expand the reach of the Povaddo Panel—an exclusive network of nearly 5,000 public policy professionals worldwide—while providing Prolegis users new opportunities to contribute their expertise to policy research.

Prolegis provides nonpartisan technology solutions designed to modernize Congress. Built specifically for the policymaking community, the platform serves as a natural intersection where policy professionals and issue advocacy campaigns meet, making it an ideal environment for connecting researchers with the experts shaping public policy.

Beginning this month, users of the Prolegis platform will be invited to join the Povaddo Panel and become eligible to participate in research studies tailored specifically for public policy professionals.

“There is no shortage of so-called ‘expert network’ firms, but Povaddo is setting the standard when it comes to building the most rigorous and credible network of public policy professionals in the U.S. and beyond,” said William Stewart, President of Povaddo. “What makes Prolegis the right partner is the quality and relevance of their community—these are precisely the professionals our clients most want to hear from. Prolegis users are actively engaged in policy work daily, making them ideal participants for our research studies. This partnership will meaningfully accelerate our efforts.”

“Prolegis exists to serve the policy community with tools that make their work more effective,” said Jim Gianiny, CEO of Prolegis. “Partnering with Povaddo allows our users to contribute their expertise in a new way and take part in rigorous research that helps organizations better understand the policy landscape. It’s a natural extension of what our platform already does: connecting policy professionals with the resources and opportunities that matter to their work.”

Launched in 2018, the Povaddo Panel was built to meet growing demand for research insights from individuals who shape, influence, and analyze public policy as part of their daily work. Over the past eight years, the panel has grown to nearly 5,000 public policy professionals worldwide, including over 2,000 in the United States. Many panelists are former elected officials, including former Members of Congress.

This partnership is part of a broader period of momentum for Povaddo. The company recently announced it is launching a quarterly omnibus survey among public policy professionals in the United States and Europe.

“Companies and other organizations that want to understand what public policy professionals think—whether about their brand or an issue they are facing—now have a new way of doing that. Our new omnibus survey among public policy professionals fills an important need in the research services marketplace,” said Brooke Hayes, Executive Vice President of Povaddo, who oversees the Povaddo Panel and the firm’s new omnibus research service among public policy professionals.

Additionally, Povaddo recently released select findings from its survey of public policy professionals in the U.S. and Europe regarding their attitudes towards AI. In an era when political consensus is elusive, this study finds widespread agreement within policy communities on both sides of the Atlantic that government regulation of AI should be increased.

About Povaddo: Povaddo specializes in public opinion and policy elite research. Founded in 2009, Povaddo is recognized as a trusted advisor to top-tier organizations seeking to navigate complex issues management, strategic communications, corporate reputation, and business transformation challenges. Most of the firm’s clients sit within external affairs, corporate affairs, public affairs, government affairs, regulatory affairs, scientific affairs, corporate communications, business planning and strategy. For more information, please visit www.povaddo.com.

About Prolegis: Prolegis provides nonpartisan technology solutions designed to modernize Congress. Built specifically for the policymaking community, Prolegis delivers innovative solutions, efficient tools, and engaging content, all on one easy-to-use platform. The platform serves Congressional staff, think tank scholars, and public affairs professionals, creating a unique intersection where policy expertise and advocacy meet. For more information, please visit www.prolegis.com.

Media Inquiries: William Stewart, +1 (855) 768-2336, stewart@povaddo.com

View original content to download multimedia:https://www.prnewswire.com/news-releases/povaddo-and-prolegis-announce-strategic-partnership-to-expand-access-to-public-policy-professionals-for-opinion-research-302760432.html

SOURCE POVADDO LLC

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