Companies have been slowly prioritizing the customer experience for several years, but nobody could have predicted the sheer attention the CX function received in 2020. Innovation and transformation became the ultimate indicators of success, and brands that didn’t adjust their CX strategy to meet rising customer expectations fell behind.
In an era of constant advancement and digital achievement, customer expectations have prompted an evolution in the CX space. Thought leaders are predicting more change in the next five years than they have in the previous fifteen — which means that companies that did take this moment to focus on digital transformation are not in the clear yet either.
Customers will continue to expect nothing less than exceptional end-to-end support, and navigating these heightened expectations will undoubtedly take more resources, efficient processes, and productive employees. But, in the end, companies that do prioritize transformation will continue to excel, even as customers adopt new channels and behaviors.
The CX of 2025 will remove inefficiencies and facilitate support that proactively meets customers’ needs. By leveraging innovative technology and empowering agents with critical insights, companies can properly assist customers throughout their evolving journey and establish an intuitive and seamless path for the future of CX.
This report will cover:
- Current challenges in the evolving CX landscape
- Solutions that will help companies thrive through the next period of rapid innovation and change
- Technologies working to optimize and improve the contact center for 2025