Emerging Customer Experience Trends and Predictions for 2025

1. Tailored Solutions to Manage Financial Strain

Amidst economic uncertainties, brands will prioritize assisting customers in managing their budgets and making informed purchases. As Chris Cubba from Snipp predicts, cashback offers and receipt scan technology will surge to simplify the customer experience while providing valuable insights.

2. Transformative Impact of Generative AI on Consumer Interactions

Generative AI is fundamentally changing how consumers discover, purchase, and acquire information. Jen Jones from commercetools highlights the shift away from traditional search engines towards marketplaces like Amazon, driven by personalized recommendations. Additionally, Tifenn Dano Kwan from Amplitude predicts the rise of the "answer economy," where consumers prefer obtaining instant answers from AI rather than scrolling through search results.

3. Resurgence of Organic Brand Marketing Amidst Digital Saturation

In response to changes in the search environment and increasing digital saturation, Gregory Kennedy from Alembic anticipates a revival of brand marketing. He emphasizes the need for building strong and memorable brands to capture attention and generate new demand.

4. Challenges and Opportunities for AI Implementations

Despite the rapid adoption of generative AI, the year 2025 may bring some challenges. Martin Taylor from Content Guru predicts that AI could face a period of "disillusionment" due to data quality and cost issues. Nonetheless, it will prove its worth in contact center settings, transitioning from a high-risk investment to a necessary tool.

5. Upskilling and Capacity Building for Effective AI Integration

организаций по-прежнему отдают приоритет сокращению затрат, им необходимо будет искать способы повышения эффективности своей деятельности, чтобы оставаться конкурентоспособными.

Accenture's research report "End-to-Endless Customer Service," published in February 2022, suggests a shift in mindset around customer service is vital. The report shows that only one in five surveyed companies view the contact center as a value center. By contrast, those who do so experience more than triple the revenue growth of companies still managing service as a cost center.

6. Shift Towards Specialized AI Solutions for Specific Objectives

As organizations move beyond generic AI tools, Barry Cooper from NICE predicts an increase in adoption of specialized solutions tailored to address specific CX objectives. Birago Jones from Pienso concurs, emphasizing the need for smaller, more efficient, and customizable AI solutions.

7. Focus on First- and Zero-Party Data for Personalized Experiences

The reliance on third-party cookies will continue to decline. Tara DeZao from Pega and Michelle Hoffman from Snipp predict a shift towards first- and zero-party data to deliver hyper-personalized experiences and build stronger brand loyalty

8. Clean Data as Key to Unlocking AI Potential

Cathy Mauzaize from ServiceNow and Ivan Ostojić from Infobip emphasize the importance of clean data for effective AI implementations. They highlight the need for well-structured and accurate data pipelines to ensure AI systems deliver precise, personalized experiences.

9. Building and Maintaining Trust: A Foundation for Success

Zig Serafin from Qualtrics stresses the crucial role of trust in customer relationships. He advocates for transparent communication, realistic expectations, and consistent delivery to cultivate loyalty and avoid losing customers to competitors due to poor experiences

10. Contact Centers as Real-Time Data and Insight Goldmines

Marcel Barrera from serviceMob and Suvi Lindfors from Netigate portray contact centers as valuable sources of real-time data. They highlight the insights into customer needs and churn prevention opportunities that can be extracted, positioning service functions as strategic growth engines.

11. Collaborative and Whole-Organization Approach to CX

Dan O'Connell from Front emphasizes the value of customer service insights for strategic decision-making across departments. He advocates for a central role for customer service teams in driving business success. Similarly, Chris Morrissey from Zoom envisions a connected, collaborative approach to CX where every department plays a crucial role in shaping and delivering seamless experiences.

12. Voice Channel Regains Prominence in Customer Engagement

Maik Hummel from Parloa, Matt Edic from IntelePeer, and Xuchen Yao from Seasalt.ai predict a surge in voice as a preferred customer engagement channel. They highlight advancements in AI and voice-activated services that enhance the convenience and naturalness of voice interactions.

13. Continued Rapid Evolution of AI Technology

Anand Janefalkar from UJET, Katherine Kostereva from Creatio, and Abby Kearns from Alembic provide insights into the future evolution of AI. They anticipate the emergence of Large Quantitative Models (LQMs), unified AI stacks, and composite AI, which extend the capabilities and applications of AI.

14. Regulatory Uncertainties in the Global AI Landscape

TJ Leonard from Storyblocks and Nikola Mrkšić from PolyAI discuss the ongoing debates surrounding AI regulation. They highlight the lack of global alignment, the challenges of balancing innovation with governance, and the need for diplomatic maneuvering among global powers.

15. Advances in Customer Experience for the B2B Sector

Ken Tantsura from Customertimes and Thomas Lah from TSIA highlight the increasing focus on CX in B2B industries. They foresee the adoption of product-led growth strategies and digital sales agents to improve the customer experience and drive revenue.