The Future of CX is...

I think the future of CX is going to be about speed, and not so much about modality. Customers want faster response times and high quality responses that immediately help them. Whether that is AI or email or phone, customers expect much faster experiences.

The technologies underscoring CX in the near term will be somewhat predictable, like, AI, but in the long term the technologies supporting CX will become more fluid as technology develops and adapts at increasing speeds. 

CX practice will remain very important! Companies need to consider whether or not to hand over CX to AI bots or chat bots or other predictive technologies. In our work we know there is a need for human connection and human resolution to blockers customers face.

Businesses are going to have to provide a clear and tangible value for customers in 2025 in these current economic conditions. Consumers and businesses who purchase may have less spending power because of economic factors, so CX here needs to be high value and high touch to be worthy of getting the dollars consumers may be holding back on spending!

Speed is important! Customers expect interactions quickly and become impatient when that is not the case (for example waiting on hold on the phone, waiting for a chat support agent, waiting for an email reply, waiting in line in person, etc). Speed + accuracy = 💪

Loving the trends report. I am also seeing some consumers being skeptical about AI, Maybe we are not quite there yet? It feels like there are still some bridges to cross before we really arrive at a place where AI is fully solving the needs of consumers. And, for the record, I am eagerly awaiting that time 😀

Social media is going to play a bigger role in influencing CX in 2025, in my opinion. And, maybe not in the way we predict. People are posting about their experiences, recording them and uploading them, and they do this mainly for negative customer interactions. The CX world needs a better social media offensive roadmap.

I would also expect more and more companies to understand CX as Change Management. If we wait for happy customers doing the same things we are going to fail and fail big.