From buzzword to business case

Every year presents challenges to your organisation. And every year the business trends those challenges inspire emanate from customer experience. Whatever the prevailing economic conditions and irrespective of their impact on business performance or consumer behaviour, adapting CX delivery to reflect those conditions is how your business overcomes challenges and increases revenues rather than costs. However, what makes 2025 different is that the major CX trends we expect to see, though born of necessity or strategic importance, will be powered into being and converted into tangible competitive advantage by the growing capabilities of generative AI.  The technology is already on its journey from buzzword to business case, and over the next 12 months it's going to play a critical role in driving improvements in how your organisation understands, delivers and measures CX performance. So read on to discover the defining CX trends of 2025 and learn how to translate them into tangible business outcomes.