Customer experience trends— what to expect in 2025

This audio was created using Microsoft Azure Speech Services

This year, customer experience trends will focus on merging human empathy with the speed, precision, and efficiency of AI. Rather than replacing humans, technology will continue to enhance it—automating routine tasks while ensuring meaningful, high-value engagement where it matters most. In 2025, the true competitive edge will lie in mastering this balance, blending technical brilliance with irreplaceable human capabilities.

Here are three key CX trends I expect to see this year:

Agentic AI

As we move toward the next stage of AI development, I believe this notable trend is set to gain momentum. According to a recent Gartner report, 33% of enterprise software applications will integrate Agentic AI by 2028—a dramatic leap from less than 1% in 2024. These advanced systems are designed to function as copilots, acting on behalf of human agents by reasoning, strategizing, and executing actions autonomously. Gartner also predicts that Agentic AI will drive 15% of daily work decisions. This demonstrates its potential to reshape how businesses operate.

While widespread adoption is still on the horizon, we can at the very least expect to see proofs of concepts and early deployments emerge as companies experiment with this technology to transform customer interactions. NVIDIA’s introduction of Agentic AI Blueprints exemplifies this trend, providing businesses with the tools to create and deploy custom AI agents capable of automating multi-step tasks. By acting as intelligent copilots, these agents have the potential to streamline complex processes, resolve customer issues efficiently, and deliver highly personalized experiences.

This trend marks a pivotal step toward redefining customer experience, as companies begin exploring how Agentic AI can revolutionize service delivery across industries.

Actionable Recommendations:

  • Use Gen AI to clean your data and ensure its ready for use.
  • Pilot fast, iterate faster. Start with small-scale pilots and use feedback to refine and expand your AI implementations.
  • Embed agents where ROI is greatest: Identify key areas where Agentic AI can provide the most value and focus your efforts there.

Emotional Intelligent (EQ) powered customer experiences.

Building on the capabilities of Agentic AI, this next customer experience trend focuses on our human superpowers. The essence of EQ-powered experiences lies in understanding customer preferences, and demonstrating genuine empathy when it matters most. Whether customers are facing significant life decisions or making important purchasing choices, human connection makes all the difference.  

A powerful example of this trend is Bank of America. Despite over 95% of their interactions occurring online, they made the strategic decision to open over 165 new branches by the end of 2026. People prefer to have in-person human interactions when it comes to significant investments and other complex financial goals. This decision highlights that even in a digital-first world, there remains a profound need for human connection, especially during critical moments in customers’ lives.

As businesses navigate this trend, it is essential to identify where emotional intelligence strategies make the most sense. Moving into 2025, the overarching trend will be a return to what makes humans different from machines and any other species for that matter. Companies that differentiate themselves by embracing this concept will not only foster stronger connections with their customers but will also position themselves as leaders in an increasingly competitive landscape. By integrating emotional intelligence into customer engagement strategies, brands can create a more personalized experience that builds trust and loyalty.

Actionable Recommendations:

  • Focus on your high touch and low touch customer service models.
  • Automate where efficiency matters.
  • Prioritize human interactions for moments that matter most to your customers.
  • Adapt to context by considering the customer type, issue complexity and third-party dynamics.

Upskilling & reskilling

Upskilling and reskilling are customer experience trends that I believe will bring the two previous trends together. To stay competitive, companies must invest in large-scale reskilling programs to work alongside technology. Whether it’s learning to harness AI for automation, improving data literacy, or developing soft skills like critical thinking and problem-solving, professionals must embrace the culture of continuous learning to maintain career longevity. 

By early 2024, 72% of organizations had integrated AI into at least one business function, highlighting the widespread adoption of AI. As technology reshapes everything from customer service to software development, companies can no longer afford to take a passive approach to workforce development. According to a recent Gartner survey, a staggering 85% of business leaders anticipate a significant increase in the demand for skills development over the next three years, driven by advancements in AI and digital technologies.

The message is clear: The future belongs to those who learn, unlearn, and relearn. Upskilling and reskilling are no longer optional—they are the competitive edge that will define success.

Actionable Recommendations:

  • Identify future skills critical to your organization based on how AI and automation will impact your industry.
  • Create a “future roles matrix” that maps current job functions to emerging roles requiring new competencies.
  • Use AI-driven workforce analytics to predict skill gaps and prioritize areas for investment.

Final thoughts

At Schneider Electric, technology is a vital part of our solutions that address business challenges. I look forward to seeing how these customer experience trends influence and further our operations. Additionally, viewing CX as a revenue driver will shift the focus from cost to value, highlighting the direct impact of exceptional customer experiences on business growth.

Tags: , , ,

Add a comment

All fields are required.