2025 CX Megatrends and Projections: Charting the Course for Excellence

The customer experience (CX) ecosystem is at a significant and exciting state in its evolution due to artificial intelligence (AI)’s innovative power to alter the contact center and customer service technology landscape. But changes to systems and applications aren’t enough. To achieve significant benefits to the CX, employee experience (EX), and bottom line, businesses will need to reimagine and reengineer many customer journey workflows, processes, and established practices. This is a task of great magnitude, but it’s necessary for companies to position themselves to cost-effectively deliver an outstanding CX in the AI era.

Shaping CX organizations of the future

The Report, 2025 CX Megatrends and Projections: Charting the Course for Excellence, is an executive guide to helping enterprises build a new CX strategy and accompanying technology plan that positions them to meet the servicing needs of increasingly demanding consumers. The Report is broken into three core areas. The first section delves into seven megatrends that CX, contact center, and customer service leaders need to consider as they reevaluate their company’s concept and delivery of service. Next is a contact center maturity model which lays out the long-term (10+ years) operating direction for these departments. In the third section, the publisher presents a series of projections that identify anticipated technical and operational changes in contact center and service organizations which take into consideration impacts from the megatrends discussed earlier in the Report.

The 2025 CX Megatrends and Projections: Charting the Course for Excellence report lays out a framework and approach for enterprises to achieve the predominant theme of successfully revamping their contact centers and customer service operations. The analyst recommends businesses use the Report to help them build their future roadmap for these essential departments.

Report Includes:

• Insightful discussion of seven megatrends influencing the CX market
• Examination of how AI and automation are essential enablers of technical and operational improvements and innovation, along with optimal ways to incorporate these capabilities into the CX lifecycle
• A look at how intelligent self-service has transformed the user experience in customer- and agent-facing solutions
• How data quality, trust, and regulatory compliance are being managed for secure and responsible AI use
• Explanation of how hyper-personalization, a critical driver of positive outcomes, is required for improving the CX, EX, and bottom line of most organizations
• Review of the economic outlook and impact on profitability, technology budgets, and the approach for updating CX infrastructures
• Why contact centers are becoming collaborative ecosystems to reduce complexity and cost and optimize technology
• How contact centers are addressing social responsibility and sustainability commitments
• Contact center maturity model and service culture transformation, including an overview of the conceptual phases that contact centers will undergo as they evolve into AI-fueled operations
• A review of the framework and operating assumptions that underlie the report’s projections
• 61 projections broken down into four main sections: strategic, operational, AI and automation, and technology

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