Customer experience trends for 2025: Insights from CX solution providers

From CX Network

What’s in store for customer experience (CX) in 2025? 

CX Network asked for predictions from top CX experts, including TTEC Digital’s Chief Marketing Officer, John Seeds. 

According to Seeds, “2025 will be the year that smart brands – truly customer-focused brands – zero in on end-to-end experience fulfillment as their North Star.”

In his commentary, Seeds argues that too often CX strategies end with customer-facing interactions, while ignoring the portions of the customer experience that take place with back- and mid-office operations. 

“Customers view our brands holistically. They don’t differentiate between separate departments within the brand. And that’s why we can’t deliver separate, disjointed experiences,” Seeds said. 

While the current state of CX is often challenged by friction-filled interactions, Seeds is optimistic for CX interactions to greatly improve in the near future.  Said Seeds, “As the lines between contact center, CRM and AI technologies blur, it’s going to be easier than ever for data to flow throughout the front, middle and back offices and for departments to become less siloed. Fulfilling a truly end-to-end experience will finally become an achievable reality.”