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CX 2025: Navigating the Mega Trends

December 2024

2024 was another tumultuous year for the customer experience (CX) market with the entrance of many new artificial intelligence (AI)-enabled products. AI, particularly generative AI (GenAI), dominated business and IT discussions as excitement about these technologies’ potential contributions captured the attention of enterprises, employees, and consumers alike. AI-enabled products are shaking up the CX world as they create endless possibilities for enhancing enterprise operations and improving how people interact. AI is an unprecedented game changer that we’re only beginning to understand, even as it evolves at an amazingly rapid pace. Executives, managers, and other leaders need to take a measured approach when they incorporate AI/GenAI throughout their organization while maintaining full oversight of business activities. Below is a list of seven mega trends expected to influence the CX market in 2025:

  1. AI and automation – companies will invest in these technologies to improve the CX, employee experience (EX), and productivity; excitement about their potential is high, but users expect to realize quantifiable benefits
  2. Intelligent experiences/conversational AI – availability of intelligent self-service tools is an expectation of consumers and employees who want the option to help themselves
  3. Data quality, trust, and regulatory compliance – data is a key driver of AI/GenAI initiatives; companies must figure out how to minimize risk while responsibly and securely leveraging information to optimize business outcomes
  4. Consumer and employee expectations and hyper-personalization – enterprises are investing in cost-effectively delivering a personalized CX at scale, while also taking steps to enhance the EX
  5. Economic outlook and impact – for a better future, economic and political uncertainty need to be carefully considered when investing in technology, operations, and people
  6. Collaborative ecosystems – given the complexity of the CX world, organizations are rethinking how they acquire and implement their technology and systems
  7. Sustainability and social responsibility – investors, employees, and customers expect the companies they work for/with to be ethical and treat employees fairly, while doing everything they can to protect the environment

While use of AI technologies is a theme throughout these trends, they all are tied to core business functions. The AI revolution has barely begun and no one can predict its full potential, but while these capabilities are exciting on their own, they need to be viewed alongside everything happening within a company, as technology is an enabler of business activities, not a function unto itself. DMG encourages organizations to proceed mindfully with your AI/GenAI initiatives and invites you to reach out to us if you’d like help deciding which applications will make the greatest contributions to your organization and what operational changes you need to make to realize an ROI. 2024 was an amazing year for CX market innovation, but 2025 is shaping up to be the year when companies start to realize quantifiable benefits from these investments.

We at DMG Consulting appreciate and thank you for being part of our community. We wish you and your loved ones a New Year of health, happiness, peace, and success – here’s to a great 2025!