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
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Is empathy overrated? Rethinking empathy’s ROI in the contact center in the AI age
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