As a new year approaches, it’s time to look ahead to the trends, technologies, and strategies that will shape the evolution of customer experience (CX) in 2025.
Technology and customer expectations continue to evolve at a rapid pace. Brands that want to stand apart from the crowd, build loyalty, grow their customer base, and make their contact centers more efficient have more tools and insights at their disposal than ever before. The key is knowing which investments to prioritize to drive the greatest ROI.
It’s no surprise that AI plays a huge role in the trends we’re predicting for 2025. It has grown from theoretical buzzword to CX cornerstone, and brands are already seeing firsthand the results it can deliver – paving the way for 2025 to be a game changer.
Here are just a few of the insights informing the trends we’re tracking for 2025:
- 72% of CX leaders expect AI agents to be an extension of their brand’s identity, reflecting its values and voice
- 75% of CX leaders see AI as a force for amplifying human intelligence, not replacing it
- Organizations that leverage customer insights and data outperform peers by 85% in sales growth
- 75% of customers expect a consistent experience regardless of how they interact with a brand
AI agents make their mark on self service
One trend poised to have a major impact on CX in the coming year is the rise of AI agents (or agentic AI). Now that we’ve moved beyond the realm of first-gen chatbots, these AI-powered autonomous “agents” are set to transform customer experience.
Agentic AI is designed to conduct more complex actions than machine learning or generative AI – with little to no human supervision needed. When given the right data, the technology can learn about a brand, plan and reason, take action, and scale for deep personalization.
In 2025, we expect AI agents to become increasingly popular as they grow smarter, more predictive, and easier to integrate in CX systems. And they’ll change the face of CX in several ways.
They’ll make associates much more efficient as AI agents collaborate in real time and offer suggestions, context and sentiment analysis during interactions. They’ll also empower customers to become more self-sufficient which will, in turn, spur an evolution of the CX workforce.
To harness the full potential of AI agents, brands need to have a strategic and comprehensive plan for how to integrate them into their CX operation. They’ll also need to rethink their contact center workforce, since the tasks shifting to human associates will be more complex and nuanced.
This is a far-reaching effort as it involves investing in and launching new technologies, training associates in their changing roles, and facilitating seamless interplay between AI-powered and human associates.
To read more about this and the other CX trends we’re predicting, check out our strategy guide, “CX Trends 2025: 5 ways customer experience ushers in a new era.”
