The customer experience continues to be critical. When they seek out service, consumers want fast service that addresses their concern. They also want to be able to engage effectively in the channel of their choosing. On top of that, they want organizations to treat them as individuals and handle each interaction with empathy.
These are now table stakes, whether the customer is interacting with a human agent or a virtual agent.
As customer experience organizations adopt more and more AI-powered technologies, the level and quality of experiences continues to rise. Looking ahead, it’s easy to assume that customers will increasingly seek out faster, better, more tech-driven experiences.
But, assuming things is never productive. In 2025, organizations have so much data, they can pinpoint customer preferences, challenges and intentions in real-time. AI gives brands the power to deep dive into every single interaction, ensuring that patterns and trends are recognized at scale.
So, what do customers want? How can companies effectively predict customer needs? This report will unpack the latest CX trends, sharing new research about customer trends.
In this report we’ll look at two key trends -- personalization and omnichannel experiences, and in partnership with Genesys, who recently conducted a survey on the state of customer experience, we’ll explain why these trends matter.
