5 Key CX Trends to Look Out for in 2025
While AI was the hot topic in 2024, 2025 could be the year that the hype translates into solid, real-life CX outcomes.
As we enter 2025, it’s an opportune time to look at potential CX trends we might expect see in the year ahead. In 2024, customer experience became a competitive differentiator, able to make brands stand out in a crowded marketplace. Predicting what happens next could give organisations an even greater competitive advantage.
While AI was the dominant topic in CX during 2024, that looks set to continue in 2025, as business leaders take the reins and drive out AI initiatives across their operations.
AI goes from hype to must-have
2025 will see the hype of AI translate into real life outcomes as the technology proves its worth in the contact centre, shifting from being a high-risk investment to an essential tool for delivering hyper-personalised, efficient CX. Before interactions, AI will prime agents with information; during interactions, it will generate knowledge articles from preapproved data sources; and afterwards, summarise the encounter, entering data and taking follow up actions so agent time is freed up to service other customers.
Instead of waiting for customers to reach out with issues, companies will use AI-powered data analytics to predict and address concerns before they arise.
We may also see emotional intelligence entering AI systems, aiming to humanise AI interactions. By detecting customer mood and tailoring responses, AI will be able to build trust and empathy with customers.
Contact centres become profit centres
As regards CX trends in the contact centre, we can expect more of these operations to transmute into something more akin to a relationship hub, as organisations view the function as a profit centre, as opposed to a cost centre. It will become a place where customers will tell the company what’s working and what is not. But it will also be a place where businesses will maximise the ROI of customer satisfaction and loyalty through cross-selling.
Many more interactions will be automated with only the most complex ones reaching agents. Network APIs, voice biometrics and other tools will be used to help the customer avoid repetitive questions.
Voice channels are expected to make a comeback too. As AI handles more digital interactions, companies will prioritise agents on voice interactions to build loyalty and empathy.
Service providers help firms take CX to the next level
As companies see the benefits of using basic AI tools in their CX operations, they will want to integrate more complex applications. To achieve this, companies will partner with service providers that can add more value in the form of support and consultancy services that assist with the integration and optimisation of the very latest AI services into their operations. This will be essential for companies seeking to gain the most benefit from the latest CX technologies.
AI fails to improve
2025 could be the year when we see some AI applications fail. That’s not necessarily a bad thing, because this needs to happen in order for the technology to improve. Teams will be forced to focus on ways to make AI meet security and compliance standards, and will also look at better ways to connect data to AI. As data becomes the bedrock for AI success, companies will invest in data transformation projects. High quality data will ensure that AI systems can operate effectively without the risk of making decisions based on incorrect information.
Customer-centricity will be one of the big CX trends
More companies will focus on customer-centricity, embedding CX into the company’s DNA. CX will be more than just a team, becoming a mindset and a culture that permeates the entire organisation. Everyone should play their role.
This mindset shift will happen as more companies connect CX to business growth and democratise CX insights with access to CX tools across all functions of the organisation. This year, we should see companies remove CX silos and fragmented customer experiences and deliver a fully unified approach to CX.
While many CX trends will be centred around AI and what it can do, there will also be a growing realisation that AI is not the ultimate answer to providing a great customer experience. It will be a combination of AI and human empathy that will do that.
To discover the best CX solutions for your organisation, get in touch with one of the experts at DigitalWell.
