5 Customer Experience Trends for 2025 & Beyond

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, Pre...

Charlie Mitchell

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, which includes several more trends with expert analysis. Do also check out NICE's The State of CX report here: https://get.nice.com/stateofcx

Alternatively, to learn more about NICE's CX tech, visit: https://www.nice.com/

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