Hit the ground running: Your 2025 CX preparation checklist ??
Was January really that long, or were we all just scared of losing time to get started on our New Year's resolutions ??
Speaking of resolutions, I made one this year to “hit the ground running.” And let me tell you, I took it very literally. I went out on January 2nd excited for a run...and immediately slipped. I got back up, brushed myself off, and thought, "Well, at least I stuck the landing!".
And you know what? January’s been just like that—getting up, brushing off the dust (or snow), and charging forward. Whether you're making good on your goals or just surviving the endless emails from “New Year Sale” campaigns, give yourself a high five ??
Anyway, I’m here to help you stretch out those January vibes! We’ve compiled the top 5 CX trends shaping 2025 plus corresponding resources to leverage each one.
Thanks for sticking with us as we kick off another exciting year. Let’s keep this momentum rolling—February doesn’t stand a chance!
Cheers to smashing goals, staying warm, and running carefully ??
Resolutions are like treadmills—Keep it moving and stay consistent. If you step off for a break, just hop back on when you're ready!
?? CX Trend #1: Hyper-personalization through Artificial Intelligence
This year, customers want more than just products—they want experiences tailored specifically for them. With AI tools and insights, doing this at scale has become possible. From chatbots to assistants, businesses are finding new ways to enhance customer experience using AI. Our brand-new guide contains insightful resources from industry experts and exclusive offers from our AI partners to help you maximize this trend for your business!
?? CX Trend #2: Emotional connection as a CX strategy
Let this sink in—only?40%?of new products?survive the market, and of those, only?60%?make a profit. Customers who feel emotionally connected to a brand are more likely to stay loyal and invested. In the context of customer support, hyper-care is proactive,?high-touch customer service?that treats users like royalty so that churning is the last thing on their minds, especially following a major change in operations or new software development release (launch or update).
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?? CX Trend #3: Self-service options will take center stage
In this digital era, where information is king, having the right tools can make all the difference. According to a study, heavy workload is one of the reasons why 74% of customer support agents risk burnout. Worst of all, poor customer service drives most brand switches according to research from Qualtrics. A deep knowledge base can transform your entire customer experience.
? CX Trend #4: Sustainability and Ethical Practices in CX
Throughout 2025, businesses will be integrating eco-friendly initiatives, ethical values, and transparent practices along every touchpoint. Whether your business practices high or low-touch support, having a full-cycle system that utilizes sustainable practices is important.
?? CX Trend #5: The Rise of Proactive CX
It's one thing to respond quickly and efficiently to customers in need; it's a totally different game to be able to anticipate their needs. Businesses lose more or less $75 billion annually due to poor customer service. Customers demand top-notch support and require their needs to be met 24/7 and across all platforms, whether it's online or IRL. Traditional methods simply don’t cut it anymore. Sometimes, they can be even more expensive and inefficient.
?? Discover how you can transform your CX strategy into a proactive one with hybrid customer service
???Hit the ground running and stay ahead of your competition throughout the year! Subscribe to our newsletter for exclusive monthly tips that help you optimize and scale your eCommerce business!