The status of Customer Experience Optimisation (CXO) in 2025
Welcome to this newsletter, where we highlight the latest trends and standards in digital and customer experience (CX). It is essential to know the benchmarks, standards, and best practices that help you and your organisation excel. Below is an overview of several influential insights and how they can strengthen your strategy.
1. Digital Experience Benchmark: Insights from Contentsquare
Teams actively monitoring user experience reduced frustration (e.g., rage clicks, slow load times) by 4.5x more than others.
The recent benchmark from ContentSquare offers valuable insights into how leading brands perform in terms of digital experience. The report shows that user behavior, interaction patterns, and conversion rates are becoming increasingly important. This data helps companies optimize their digital channels and respond effectively to the modern consumer's expectations. Key Points:
2. Standards in 2025: Guidelines for a New CX Reality
The document "Standards in 2025" outlines the future norms for customer experience. These standards provide a framework for organisations looking to accelerate their digital transformation. The report emphasises the importance of integration between various channels and systems, and how a uniform CX strategy can contribute to a seamless customer journey. Key Points:
3. Maturing in Customer Experience Optimisation: Towards a Mature CX Strategy
The Digital Experience Collective published the book 'Maturing in Customer Experience Optimisation' that explains how organisations can elevate their CX to the next level. Through well-founded optimisation projects and a culture of continuous improvement, companies become more resilient and successful in a competitive market. Key Points:
A survey shows only 47% of employees can make the connection between their daily duties and company performance.
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4. New Rules for Customer Experience 2025: The New Reality
In a recent LinkedIn article, Tim Thijsse shares his vision on the "new rules" for customer experience in 2025. He emphasises the need to revise traditional approaches and embrace new technologies and insights. These rules lay the foundation for a future-proof CX strategy where flexibility, innovation, and customer orientation are central. Key Points:
5. Experience Metrics Will Shift Towards Engagement & Retention
Traditional conversion metrics (e.g., CTR, bounce rate) will be supplemented by engagement and retention-based KPIs. CXO will prioritise long-term customer relationships, focusing on emotional connection, lifetime value, and advocacy rather than just immediate conversion rates.
Bottom Line:
In 2025, Customer Experience Optimisation (CXO) will undergo significant transformations compared to 2024, driven by AI advancements, changing customer expectations, and increasing regulatory oversight. Companies that embrace these shifts will create more ethical, personalised, and seamless experiences while ensuring compliance with stricter digital regulations.
CXO in 2025 will be defined by predictive, AI-powered, ethical, and privacy-centric experiences. Companies that proactively adapt to these changes will drive long-term loyalty, compliance, and growth.
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I am excited to announce that the first edition of my book, “Live Customer Experience”, is now available! In this book, I share practical experiences, strategic insights, and the latest trends in CX and digital experience. It is a must-read for anyone who takes the future of customer experience seriously. Order the first edition on Amazon