Every year around this time, as we highlight our top CX trends for the upcoming year, we like to ask business leaders about their top CX priorities for the year ahead. We recently posed the question again on TTEC’s LinkedIn page to see what brands will be focusing on in 2025.
Over the past four years, some trends have emerged.
Since we began asking business leaders in 2021, employee engagement has been the top (or tied for the top) priority each year. This year the greatest share of poll respondents yet, 51%, named it as their main focus for 2025.
After showing declining numbers for 2023 and 2024, investing in digital engagement saw an uptick for 2025. And lowering costs, which has always garnered the lowest share of votes in our poll, had the biggest percentage drop this year, with just 16% of poll respondents naming it their top priority for 2025.
With increased access to AI-enhanced insights and tools, brands have exciting opportunities to improve employee experience, embrace digital technologies, and lower costs in 2025. Learn how in our strategy guide, CX Trends 2025: 5 ways customer experience ushers in a new era.
