Customer experience rankings fell for the third straight year and hit an all-time low in 2024 – so there’s plenty of room for improvement as brands head look to 2025. Here’s what CX market watchers and analysts are predicting for the year ahead.
2025 CX forecast: Key trends experts are tracking
Is empathy overrated? Rethinking empathy’s ROI in the contact center in the AI age
New research shows customers don’t want as much empathy as we think they do and apologizing too much can hurt CX more than no apology at all. How much empathy do you really need? And what role should AI play?
Is empathy overrated? Rethinking empathy’s ROI in the contact center in the AI age
New research shows customers don’t want as much empathy as we think they do and apologizing too much can hurt CX more than no apology at all. How much empathy do you really need? And what role should AI play?
Get the report
More insights from TTEC
-
Podcast: Apple's $2 billion lesson in fraud prevention
Listen to the podcast -
Contact center KPIs that actually matter for patient experience
Read the blog post -
Returns don’t have to be painful: 3 RMA fixes that work
Read the blog post -
Survey: AI is here to help, but customers still want human touch for big purchases
Read the blog post -
GEO vs. SEO: Both should be on every brand’s radar
Read the blog post -
Want to win the streaming wars? Start with CX
Read the blog post -
It’s time to re-evaluate empathy’s ROI in the AI era
Read the article -
AI is shattering communication barriers in the contact center – here’s how
Read the blog post -
The economy’s uncertain – your CX strategy shouldn’t be
Read the article -
Transforming returns hassle into a CX win
Read the article -
What Apple’s anti-fraud success teaches enterprise leaders
Read the article -
Turning every stay into a five-star story
Read the article
