Anticipated Customer Experience (CX) Trends and Prognostications by Shep Hyken in 2025 (Initial Installment)
Anticipated Customer Experience (CX) Trends and Prognostications by Shep Hyken in 2025 (Initial Installment)
It's time for my yearly prognostications concerning customer service and customer experience (CX). AI is an unavoidable topic in these forecasts, seeing as it's the talk of the town—make that the talk of the year. The speed at which AI technology is advancing means that today's trends will soon be yesterday's news, if not sooner. And while technology will feature prominently in these predictions, it's not the only topic we'll be covering. Let's dive into Part One of my insights into the trends and developments we'll witness in 2025 and beyond.
- Customers are getting smarter. I've started with this point for several years now. Customers have a clear idea of what constitutes exceptional service, and their expectations are only rising. As companies consistently meet and even surpass these expectations, customers begin to expect similar experiences from all their business partners. You can't help but wish that other companies measured up to your favorites, right? Well, that's precisely what your customers are thinking, and once you get that, you'll deliver the service that keeps them coming back.
- Companies will recognize the multifaceted potential of AI, beyond customer experience. There's been a lot of AI hype in the realm of customer service and CX, primarily around using AI to support customers. But that's just scratching the surface. AI is being employed by companies to manage inventory, streamline processes, and more, often with a focus on cost reduction. This trend continues in the CX sphere, with companies realizing that AI can also enhance the employee experience—specifically, the experience of frontline customer service agents. Generative AI is helping these agents provide their customers with the best information accessible, making them more empowered and fulfilled in their roles.
- Customer service is not just a department; it's a company-wide philosophy. I've been advocating for this viewpoint for years, but with the increase in competition, companies are starting to recognize that customer support occurs when the CX fails. Smart leaders understand that customer service is an integral part of the overall customer experience, which unfolds at every interaction between a customer and the company. It's not a department responsible for handling complaints and issues; rather, it's the responsibility of every employee in the organization. In other words, if you don't think this way, you'll find yourself playing catch-up in the race to keep up with your competitors.
- Ease and convenience are increasingly essential to the customer experience. Convenience has topped the list of customer desires for five years now, and the trend shows no signs of slowing down. The company that makes doing business with them as easy as possible stands to win over the competition. Customers appreciate hassle-free experiences, and every year in my customer service and CX research, ease and convenience emerge as favorite aspects of customer experiences. Companies are focusing on simplifying the buying process, providing support, handling returns, and more, to make interactions with their customers as seamless as possible.
- AI will face regulatory scrutiny. While not all of AI will be subject to regulation, it's only a matter of time before laws are enacted to protect consumers from its misuse. There are currently few laws specifically addressing AI, but there are proposals addressing safety, security, transparency, and other concerns. In the customer service and CX realm, companies using AI to assist customers will likely be required to identify when a customer is interacting with an AI-powered bot. Transparency will be essential, and this is just one example of the regulatory landscape we can expect to see in the near future.
So, these are the first five trends and predictions for 2025. Stay tuned for Part Two, coming next week, when we delve deeper into five additional predictions and trends shaping our industry.
- Understanding customer experience predictions through AI analysis will become common. As AI technologies advance, companies will leverage them to analyze customer data and predict future trends. By integrating predictive analytics, businesses can proactively address customer needs and expectations, ensuring a superior customer experience.
- Customer experience predictions will influence marketing strategies. With increasing clarity surrounding customer trends and needs, marketing teams will tailor their strategies to align with these predictions. This personalized approach will help businesses better connect with their customers, resulting in increased conversion rates and customer loyalty.