Experient

What are some key CX trends in 2025?

- Brands will help consumers manage their budgets amid challenging economic conditions.
- AI is having a transformative impact on consumer behavior and working teams will start to rely on more customized AI solutions.
- There is a need for clean data, trust-building strategies, and a shift from generic AI to specialized solutions.
- Contact centers are poised to become data goldmines, while B2B CX gains traction, driven by digital-first preferences of younger buyers.
- There is a rise in voice engagement, AI governance, and industry-specific AI innovations, along with education and collaboration to harness AI's potential effectively.

Read more to stay ahead this year!

15 Customer Experience Predictions For 2025 This is the sixth year that I’ve compiled a set of customer service and experience-related predictions for the coming year.

Meet Mandie Hancock, a new director at Experient in the Dallas market.

With extensive expertise in process design and optimization, and change management, Mandie is dedicated to enhancing client outcomes.

Her focus on building strong client relationships enables her to understand unique challenges and tailor solutions that drive measurable results.

We are excited to have Mandie on board!

Each of our offices held a Community Impact Day on the same day, supporting The Salvation Army USA's Angel Tree Program with gifts for families in need and Nourish Up with meals for neighbors facing food insecurity. It's a privilege to give back and strengthen our communities this holiday season.

Festive sweaters, hot cocoa, and a very competitive gingerbread contest. 🎄✨