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Adrian Swinscoe, CX leader and long-time Forbes reporter brings us the key trends shaping Customer Experience for 2025. With 396 predictions submitted by 208 leaders—a nearly 50% increase from 2024—it proves that the #CX conversation is hot again, and for a good reason! One of the most essential predictions in this piece is the changes in #SEO. Traditional search engines have long dominated how consumers discover and research products. However, generative AI and emerging platforms are reshaping this landscape, posing new challenges for brands in how they show up, help, and are found. Adrien Menard, CEO & Co-Founder at Botify, highlights some of the challenges brands will face in this new environment when he predicts: “Brand visibility is undergoing a complete transformation. In 2025, we’ll see consumer behavior shift from predominantly Google-first searches to emerging players like Perplexity and ChatGPT Search alongside existing players with new GenAI capabilities like Bing’s Copilot. By the end of next year, expect to see three out of ten visits come from outside of Google, with the volume accelerating to even higher numbers in the next five years. To accommodate this new reality and thrive in the GenAI search environment, CX leaders must develop governance strategies to manage AI bots’ role in driving brand visibility. Then, brands can focus on how often search engines visit their site and how fast their pages load, helping them reach consumers where they are – regardless of where they search.” What do you think will define CX in 2025?

Forbes put together 15 customer experience predictions for 2025. Barry Cooper, NICE's President, CX Division, added his predictions, noting that we will see more businesses choose or switch to trusted AI providers to realize immediate business value. Read more: https://bit.ly/3P87DmQ #CustomerExperience #ArtificialIntelligence

Forbes put together 15 customer experience predictions for 2025. Barry Cooper, NICE's President, CX Division, added his predictions, noting that we will see more businesses choose or switch to trusted AI providers to realize immediate business value. Read more: https://bit.ly/3P87DmQ #CustomerExperience #ArtificialIntelligence

Forbes put together 15 customer experience predictions for 2025. Barry Cooper, NICE's President, CX Division, added his predictions, noting that we will see more businesses choose or switch to trusted AI providers to realize immediate business value. Read more: https://bit.ly/3P87DmQ #CustomerExperience #ArtificialIntelligence

Forbes put together 15 customer experience predictions for 2025. Barry Cooper, NICE's President, CX Division, added his predictions, noting that we will see more businesses choose or switch to trusted AI providers to realize immediate business value. Read more: https://bit.ly/3P87DmQ #CustomerExperience #ArtificialIntelligence

Adrian Swinscoe published his annual article on customer experience predictions for the coming year on Forbes. It's a great read as always. I’m happy to be included again alongside other contributors, this time talking about the key to unlocking the potential of #AI and delivering a stand-out #CustomerExperience which lies in #CleanData. I predict that in 2025, real-time analysis of customer interactions will provide insights to optimize support and marketing efforts, improve knowledge bases, and streamline agent workflows. Last year, we saw businesses and brands consider the importance of data for building Gen AI processes. However, many firms just threw the data into #GenAI and wanted the model to digest it and understand it for them. However, increasingly businesses are realizing that the #LLM is still a machine-learning model. So, the focus will be on the growing importance of first-party data, particularly considering precision and privacy issues. Companies are realizing that despite advancements in AI, clean, well-structured data pipelines remain essential for compelling customer experiences. Read Adrian's full article on #CX #predictions for 2025 here: https://lnkd.in/eRMh99Wm

Forbes put together 15 customer experience predictions for 2025. Barry Cooper, NICE's President, CX Division, added his predictions, noting that we will see more businesses choose or switch to trusted AI providers to realize immediate business value. Read more: https://bit.ly/3P87DmQ #CustomerExperience #ArtificialIntelligence

Forbes put together 15 customer experience predictions for 2025. Barry Cooper, NICE's President, CX Division, added his predictions, noting that we will see more businesses choose or switch to trusted AI providers to realize immediate business value. Read more: https://bit.ly/3P87DmQ #CustomerExperience #ArtificialIntelligence

Forbes put together 15 customer experience predictions for 2025. Barry Cooper, NICE's President, CX Division, added his predictions, noting that we will see more businesses choose or switch to trusted AI providers to realize immediate business value. Read more: https://bit.ly/3P87DmQ #CustomerExperience #ArtificialIntelligence