It’s the most wonderful time of the year – trends season! Another December, another look into the future to see what’s in store for customer experience in the months ahead.
Now is the time to reflect about a tomorrow full of promise and optimism for the future of customer experience. Rather than dwell on what’s not working, be hopeful for what could be.
What do I hope the CX future looks like? Like most consumers, I want a future where:
My experiences with products and services are easy and frictionless.
I can solve issues myself with little outside help.
If I do need to contact a brand, my interaction is personalized and my issue is quickly resolved.
Associates enjoy their job and have the right tools, so they are happy to work with me.
I trust that the brands I work with will do the right thing – for customers, associates, and the larger community.
This issue of the Customer Strategist Journal highlights five trends for CX in 2025 that put organizations on a good path toward meeting those goals. A new wave of AI technology, bolstered by global CX talent and integrated data, will help companies prepare for success. We also talk with practitioners in healthcare, retail, and more about their plans to tackle CX challenges in the coming year. The consensus is that companies know what they need to do, and they are leaning into customer insight and other data to bring it to life.
Will this be the year your customers’ expectations are met? Or will they be exceeded? As we turn the page toward another year, hope springs eternal.
Wishing you the happiest of holiday seasons and a fantastic new year from all of us at the Customer Strategist Journal, 1to1 Media, and TTEC.
Sincerely,
Elizabeth Glagowski
Editor-in-Chief
