2025 CX Forecast: Bold Moves will Yield Big Rewards

Customer experience (CX) hit rock bottom in 2024, yet many brands remain indifferent, mistaking strong stock performance for a green light to do nothing. But for bold CX leaders, 2025 is a year of opportunity. Those willing to invest strategically can break away from the pack.

Here’s what’s coming:

🔹 GenAI Will Reshape Contact Centers
100,000 frontline agents will be displaced as generative AI automates low-complexity tasks. The smartest brands will partner with outsourcers embracing AI evolution over extinction, shifting toward value-driven models.

🔹 Accessibility Efforts Will Fall Short
With the European Accessibility Act looming, half of CX teams will take only surface-level action. The real winners will integrate accessibility into their core design process, turning compliance into competitive advantage.

🔹 CX Teams Will Cut the Tech Fat
One in four CX teams will ditch underused tools in favor of “good enough” enterprise suites, reallocating resources toward tech that drives real business impact.

🚀 2025 belongs to those who refuse to settle.

Will you step up?

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