Ensuring your CX Programme is fit for 2025
Written by Sian
Why is it important
We are excited to share our view on what is important in CX for 2025, what we think are the trends that will shape the industry. The industry is evolving at an unprecedented pace, CX continues to be a board level priority, and a key differentiator for brands to connect with customers, innovate and thrive.
In summary, we know that Voice of the Customer programmes will need to evolve to deliver faster and more effective change. The opportunity lies in creating agile and faster customer feedback cycles to drive innovation, keeping ahead of the curve and proving return on investment.
Think of it as your roadmap to the future of CX programmes.
The five trends that will shape CX Strategy in 2025
Greater adoption of AI and Automation
An increased focus on predictive Analytics and Proactive CX
The increasing need for more agile and cost-effective VoC programmes
Integration of additional data sources – making decisions based on the whole picture
Ethics and Privacy in Data Collection