2025 CX vision: Top 5 resolutions to reset your CX for success

A new year brings new opportunities—and a chance to reset. It’s a time full of potential, whether you’ve made a new year’s resolution to be more active, read more books or cook more at home.

Businesses can join the new year’s resolution buzz by evaluating their current customer experience (CX) strategies and identifying where artificial intelligence (AI) can help them to level up before we’re looking 2026 in the eye.

During NICE's CX 2025 Strategy Week, industry experts revealed groundbreaking insights on how organizations can drive measurable results and lasting transformation.

1. Amplify CX to skyrocket satisfaction, business results

Recent data has shattered any lingering doubts about the connection between customer satisfaction and business performance.

One of the biggest findings in NICE’s State of CX report was how best brands excelling in customer sentiment outperform their peers by significant percentage points in stock returns over five years. NICE’s analysis confirms an undeniable link between positive customer sentiment and stock performance with organizations that excel in CX outperforming peers by nearly 3.5x in stock value over the past year.

“Given all the competitive dynamics happening in the marketplace, customer experience is the one thing that companies are doubling down on to differentiate and excel,” said Omer Minkara , Aberdeen Strategy & Research vice president and principal analyst.

The numbers support this strategy with Aberdeen finding AI users observing 10.8% in annual revenue growth, compared to just 3.2% amongst non-users.

2. Innovate or stagnate

While technology drives transformation, traditional agents can make an even larger impact on the customer experience.

Aberdeen's research reveals that top-performing agents can boost customer sentiment by 38% while reducing talk time by 11%. However, there’s significant room for improvement in agent efficiency. The State of CX report found that only 35% of agents' time actively enhances CX, with 12% lost to information searches, costing contact centers millions annually.

“I think in this current landscape, CX is no longer isolated. It’s part of the entire business ecosystem,” said Omdia principal analyst Mila D'Antonio . ?

By 2026, AI is expected to enhance 100% of CX roles, transforming employees into productivity powerhouses through AI copilots that amplify communication, analysis and problem-solving capabilities.

3. Make proactive the new standard

AI truly shifts the paradigm from reactive to proactive, enabling businesses to address issues before customers even notice them.

Omdia’s D’Antonio notes that 39% of organizations have already increased proactive issue resolution through AI to improve the customer journey.

“Imagine a world where customers don’t need to call about a delayed shipment because they've already received an apology or an update,” she said.

4. Think holistic

NICE’s research indicates that 64% of organizations with CCaaS want a unified communication solution, reflecting a move toward more holistic business models.

CX strategies can reach new heights with a unified AI platform for true seamless end-to-end resolution to bring teams together across the organization.

Richard Saunders , Forrester senior analyst, shared optimistic 2025 budget forecasts with 40% of CX leaders expecting increases beyond inflation. However, measurement strategies need greater attention with findings that over 90% of CX programs rely on surveys yet only 21% can demonstrate value through them.

“There are some very powerful AI-driven tools coming to market to help us understand our customers without having to email them so many surveys,” Saunders said.

5. Shift to profit-centered AI

For businesses ready to embrace this future, the path is clear: invest in AI-powered solutions that enhance customer experiences, adopt unified platforms that eliminate silos and focus on proactive engagement strategies that anticipate customer needs.

“The shift to profit-centered AI is the future. The businesses thriving in 2025 are going to be the ones that turn AI potential into a profitable reality,” D'Antonio said.

Prioritizing customer experience at every level of the organization will fuel a complete transformation.

With customer sentiment directly correlating to financial performance, organizations that commit to these transformative changes position themselves for sustainable success in 2025 and beyond.

As we enter 2025, organizations must embrace comprehensive AI-powered CX transformation to remain competitive and deliver the experience that customers demand. Those who successfully implement these resolutions can truly thrive in today’s experience-driven economy.

Read the full article for more CX 2025 Strategy Week insights.

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Forrester research: CX improvements fueled $1.2B surge

One industry earned $1.2 billion more on average per year by improving CX. Are you seeing the same ROI? Executive financial support is key. Create a winning business case proving the true value of CX by reading Forrester’s latest guide and then get the competitive edge you need to start increasing your CX revenue. Start building your CX business case now.

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