We love seeing conversations sparked by the 2025 Consumer Trends Report! Thank you Shakeela Williamson for sharing your perspective, we're looking forward to seeing how businesses embrace these trends in 2025 and beyond! If you missed the report, check it out: https://lnkd.in/g4e5eA9i
Senior Marketing Director | CMO | Financial Services | Fintech | PE | Digital & Growth Strategy | Brand Strategy | B2B | B2C | Mini MBA in Marketing Top Performer
Emotionally intelligent AI could boost customer satisfaction by 20%. What if your chatbot could actually care? It’s fascinating to see how customer experience (CX) is evolving as we head into 2025. I just went through InMoment’s 2025 Consumer Trends Report, and it’s full of great insights into what’s shaping the future of CX. Here are the trends that stood out: 1️⃣ Digital Twins: Businesses are creating virtual “you”s—digital replicas built from data—to predict preferences and personalise experiences like never before. With global data creation growing at a rate of 23% annually (BCC Research), companies using these tools will see a 25% improvement in customer segmentation accuracy (IDC). 2️⃣ Hyper-Personalisation: Personalisation is getting seriously futuristic. It’s not just about knowing your name anymore; it’s about predicting what you’ll want next. With 82% of global travellers calling personalised service the ultimate luxury (WNS-Corinium Intelligence), this is quickly becoming a must-have across industries. 3️⃣ AI to the Rescue: Advanced AI tools are flagging issues before they even become problems. Businesses adopting these systems are reducing churn and boosting efficiency, and with 71% of B2C and 86% of B2B customers expecting brands to know them well (Gartner), there’s no excuse to fall behind. 4️⃣ Empathy in Tech: AI is getting emotional—in a good way! AI avatars that can detect your frustration or excitement are turning robotic interactions into more human ones. Harvard Business Review says emotionally intelligent AI can increase customer satisfaction by 20%. 5️⃣ Transparency is Non-Negotiable: Privacy and ethics have to be fundamental considerations. With privacy regulations expected to cover 75% of the global population by 2025 (Gartner), customers demand clarity on how their data is handled, where products come from, and whether they align with their values. 6️⃣ Sustainability is King: Eco-friendly practices are no longer optional. Some 73% of consumers are willing to change their habits to reduce their environmental footprint (Nielsen), and 76% of Gen Z travellers actively seek sustainable options (World Economic Forum). The bottom line? CX is no longer just about solving problems; it’s about anticipating needs, building trust, and reflecting what matters most to your customers. Which of these trends do you think will have the biggest impact? Source: InMoment’s 2025 Consumer Trends Report. #CustomerExperience #CXTrends2025 #AI #Sustainability #InMoment