Customer Experience Predictions for 2025

Economic Uncertainty

Leading brands will help consumers manage their budgets and make smarter purchasing decisions.

"As economic conditions remain tough for the average consumer, we anticipate a significant surge in the adoption of brand-funded cashback offers."

- Chris Cubba, CRO at Snipp

Generative AI

Generative AI is fundamentally changing how consumers discover, purchase products, and find information.

"Amazon accounts for 37.6% of e-commerce sales \u2014 the largest share in the industry."

- Jen Jones, Chief Marketing Officer at commercetools

Organic Brand Marketing

A resurgence in organic brand marketing is expected as the digital landscape becomes saturated.

"Building a strong, memorable brand will be back in vogue as the way to create new demand and capture attention before consumers are even in a buying mindset."

- Gregory Kennedy, VP of Marketing at Alembic

Generative AI Challenges

After the hype and excitement of 2024, the application of generative AI in service and experience spaces will face some challenges.

"Gartner predicts at least 30% of generative AI projects will be abandoned after proof of concept by the end of next year, due to poor data quality, inadequate risk controls, escalating costs, and unclear business value."

- Martin Taylor, Co-Founder and Deputy CEO at Content Guru

Education and Capacity Building

Organizations will need to invest in education to ensure their AI investments deliver value.

"Companies that exclude training to only specific roles or teams will struggle when it comes to AI adoption, scalability, and ROI."

- Eoin Hinchy, Founder & CEO at Tines.io

Specialized AI Solutions

Organizations will move towards specialized AI solutions that address specific objectives.

"Companies will move away from generic AI tools that lack the foundational industry-specific data and proper guardrails required to deliver accurate, relevant, and appropriate results."

- Barry Cooper, President, CX Division at NICE

First and Zero-Party Data

In pursuit of personalization and engagement, brands will shift their focus towards first and zero-party data.

"AI-powered CX will very soon be table stakes; gen AI is being rapidly adopted by marketers globally, but it's not as simple as plugging your existing data directly into your gen AI."

- Tara DeZao, Director, product marketing, adtech & martech at Pega

Clean Data

Brands will realize that the key to unlocking the potential of AI and delivering a stand-out customer experience lies in clean data.

"AI is the data, and data makes the AI."

- Cathy Mauzaize, President - EMEA at ServiceNow

Building and Maintaining Trust

Building and maintaining a foundation of trust with customers will be at the heart of leading brand strategies.

"Organizations must return to basics: clear communication, setting realistic expectations, and consistent delivery."

- Zig Serafin, CEO at Qualtrics

Contact Centers as Data Goldmines

Contact centers will emerge as real-time data and insight goldmines.

"Enterprises will dismantle operational silos, aligning service with sales, marketing, and product to create seamless customer journeys."

- Marcel Barrera, Chief of Strategy & Operations at serviceMob

A Connected and Collaborative Approach to CX

A cultural shift will see brands taking a more connected, collaborative, and whole-organization approach to customer experience.

"Customer service teams, and specifically customer service leadership, will play a much more central role in your business's success in 2025."

- Dan O'Connell, CEO at Front

Voice Engagement

Voice, as a customer engagement channel, will see a surge in popularity.

"Even younger consumers, who have been more likely to opt for chat or self-service portals, will be turning to voice in greater numbers."

- Maik Hummel, Principal AI Evangelist at Parloa

Continued AI Evolution

AI technology will continue its rapid evolution, with new tools emerging in the coming year.

"Customer's usage of technology to communicate goes far beyond just voice conversations."

- Anand Janefalkar, co-CEO at UJET

Global AI Regulation

Global alignment on AI regulation will remain elusive.

"We need adaptive, balanced regulations that keep pace with rapidly advancing AI capabilities."

- TJ Leonard, CEO at Storyblocks

B2B Customer Experience

Customer experience in the B2B space is primed to take some big steps forward.

"One of the industries that surprisingly started to rely on CX is manufacturing."

- Ken Tantsura, Senior Vice-President, Head of Innovations at Customertimes