All Things Experience: Edition 42

We’re back with All Things Experience, the industry newsletter that keeps you up to date on the most recent happenings in the world of experience.?

This week, we’re looking ahead to the most important moves companies need to make to unlock success in 2025, with insights from Medallia experts, HRO Today , CMSWire , Medallia partner 毕马威 , and more.

So cozy up in your ugly sweater, grab your favorite cup of cocoa, and let’s dive in!

Timely Insights | Our Top 8 Predictions for Customer Experience Trends in 2025

In 2024, inflation, personalization, and AI were among the major driving forces shaping consumer behavior and interactions. What CX trends do brands need to be ready for in the year ahead? Head to the Medallia blog to find out what our industry experts Kim Palenik , Geoffrey Ryskamp , Mike Debnar , Judy B. , Lee Becker , Amber Maraccini , and Melissa Arronte say will differentiate companies from their competitors over the next 12 months.

Need to Know for the New Year | What to Expect for the Employee Experience in 2025

HRO Today asked top people leaders for their predictions about how EX will evolve over the coming months, and they revealed that this year AI and HR technology will play an even bigger role in improving recruitment, productivity, and the overall employee experience. See what else HR experts say is coming in 2025.

Worth a Read | 5 Ways to Drive More Value from Your VoC Program

Are you doing everything you can to translate your customer feedback into business results? Medallia partner 毕马威 ’s CX experts have identified five foundational voice of the customer capabilities that enable organizations to drive insights to action. Learn how to leverage these best practices to your brand’s strategic advantage.

Survey Results | The Latest Employee Experience Trends

The bad news: More than 40% of employees say they’re currently facing obstacles that are getting in the way of doing their best work — and a similar share say company processes or policies are stopping them from doing their jobs as well as they can.

The good news: Half of employees have ideas for how to improve things on the job and having the opportunity to share their ideas and the confidence that their company will take action is closely tied to job satisfaction.?

Get the latest from Medallia Market Research on how U.S. workers feel about their opportunities for feedback and enablement, retention risks, hybrid vs. remote vs. in person work arrangements, and several other trending topics.

Quick Hits | Notable News & Notes

Before you go, here are a few more industry updates and resources you won’t want to miss:

• Perfection is out. Real is in. What customers actually want in 2025 is radical authenticity, writes CMSWire contributing author Samson Adepoju .

• Planning which 2025 conferences to add to your calendar? From Customer Contact Week ’s Global Series and Forrester ’s CX Summits to Medallia partner Salesforce’s Connections, Medallia partner Adobe ’s annual summit, and our own Experience ‘25, here are the top events CX professionals need to know about.?

• With holiday travel underway, what predictions do industry experts have for loyalty programs? Business Traveler says the era of hyper-personalized rewards is here. Get the details.?

Happy holidays and we’ll see you in the new year!

- Madeline Buyers , Content Marketing & Social Media Senior Specialist at Medallia