5 Customer Experience Trends for 2025 & Beyond

12/04/24 • 40 min

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025.
To run through them, he's joined by:

Barry Cooper, President of NICE CX
Max Ball, Principal Industry Analyst at Forrester Research

Both share their perspectives on each of the trends - as shared below:
Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit Centers
Trend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer Support
Trend 3 – Contact Centers Will Shift Investment from Human-Led Interactions to Reskilling the Workforce
Trend 4 – AI-Centric Customer Experience Benchmarks Come to the Fore
Trend 5 – Businesses Will Shift AI Providers to Realize Immediate Business Value
More on each of these trends is available within NICE's CX Trends for 2025 study. It also includes several more trends with expert analysis. Check it out here: https://get.nice.com/stateofcx
Alternatively, to learn more about NICE's CX tech, visit: https://www.nice.com/
Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News #customerexperience #cx #nice
For more Customer Experience tech news, visit: https://www.cxtoday.com

CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025.
To run through them, he's joined by:

Barry Cooper, President of NICE CX
Max Ball, Principal Industry Analyst at Forrester Research

Previous Episode

Big CX News - The Latest on Microsoft's AI Agents, Afiniti's Bankruptcy, & Sprinklr's New CEO

Watch on YouTube.

CX Today's Charlie Mitchell presents the latest trending news from the customer experience world.

He's joined by five prominent CX analysts to dissect the latest news in the space, including stories from Microsoft, Afiniti, and Sprinklr.

In this edition, our CX experts include:

Zeus Kerravala, Principal Analyst at ZK Research
Liz Miller, VP & Principal Analyst at Constellation Research
Michael Fauscette, Founder, CEO & Chief Analyst at Arion Research
Derek Top, Senior Analyst at Opus Research
Finbarr Begley, Senior Research Analyst at Cavell Group

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