2025 Trends and Forecasts Regarding Connectivity Experiences
It's time for my annual forecasts relating to customer service and customer experience (CX). AI can't be ignored in these predictions, as it's the talk of the town – if not the topic of the year. The pace of improvement in AI technology is so fast that today's happenings will likely be obsolete within a year, if not sooner. While some of the trends will focus on technology, others will not. Here begins Part One of my analysis of the trends and predictions we'll encounter in 2025 and beyond:
- The customer's intelligence keeps growing. I've opened with this perspective for several years now. Customers recognize what excellent service looks like, and as businesses and brands meet and outperform expectations, customers hope others will follow suit. Consider your favorite companies to work with. Don't you wish others were as good? That's exactly what your customers are thinking, and as soon as you understand this, you'll provide the experience that encourages them to continue their business with you.
- More organizations will recognize AI's potential beyond customer experience. In the realm where I operate (customer service and CX), most of the buzz surrounds AI being used to aid customers. However, AI has numerous applications beyond customer experience. Companies are implementing AI solutions to manage inventory, streamline processes, and more, with the primary objective of reducing costs. That's no different in the CX space. Some firms are also realizing that enhancing the employee experience is crucial, especially the customer service agents who directly interact with customers. AI is empowering and gratifying these agents, leading to a better experience for the employees (EX).
- More organizations will realize that customer service is not just a department, but a mindset that permeates the entire organization. I've been advocating this for years, and it might not be revolutionary, but this year, I've heard a few CX leaders comment that customer service is what happens when CX fails. I want to correct this misconception. Wise leaders understand that customer support (not service) happens when CX falters. Customer service is part of a broader experience that unfolds at every customer interaction with the company or brand. It is not a department that deals with complaints and problems. This is not a prediction, but a warning. If you don't adopt this perspective, you'll find yourself playing catch-up and struggling to keep up with your competitors.
- Ease and convenience are becoming integral to the customer experience. The trend persists. Our customer service and CX research, sponsored by RingCentral, has consistently found that convenience is what customers crave from the companies they do business with. The simplest company to do business with will outshine its competitors. Customers cherish easy, hassle-free experiences. Each year, in my annual customer service and CX research, I ask customers to choose their favorite customer experiences from a list. Convenience has consistently emerged as the top choice, and I predict that trend will continue. As a result, companies are searching for ways to make it easier for customers to purchase, obtain support, make returns (if applicable to your business), and more.
- AI will be subject to government regulation. While not all of AI will be, there will be legislation in the near future intended to safeguard consumers from AI's misuse. Currently, there are few, if any, existing laws specifically targeting AI, but there's proposed legislation addressing concerns related to safety, security, transparency, and more. In the customer service and CX sector, companies using AI to address customer inquiries, complaints, and other service concerns will likely have to identify that the customer is interacting with an AI-powered bot. In other words, transparency will be necessary. This is just one example of what's to come.
These are just the initial five trends and predictions for 2025. Stay informed for Part Two next week, when we delve deeper into five more predictions and trends facing our industry.
- Customer experience predictions will heavily rely on AI. Given the rapid advancements in AI technology and its significant impact on customer service and overall experiences, it's likely that future predictions will heavily incorporate AI-driven improvements and innovations.
- AI will play a role in ensuring regulatory compliance for customer experience predictions. As AI becomes more prevalent in customer interaction and experiences, regulations aimed at consumer protection will likely target AI capabilities. Organizations will need to consider AI's role in ensuring compliance while providing enjoyable customer experiences.
