Transformation Heroes #14 - 2025 CX Trends: How AI is Transforming Customer Experience 🇬🇧

CX Trends of 2025: What Will Really Change?

Four key shifts every customer leader needs on their radar

As customer expectations evolve and AI reshapes how we work, 2025 is poised to redefine what great customer experience looks like.

This episode walks through four major CX trends that businesses can’t afford to ignore — from hyper-personalization powered by AI to the rise of AI agents supporting customer feedback workflows. It also explores the impact of global economic shifts on competitiveness, and how sustainability is becoming not just an ethical concern, but a lever for customer loyalty.

Key themes include:

• How brands will deliver truly 1:1 personalization at scale — and why ROI matters more than ever
• Why competitive monitoring needs to happen weekly, not yearly
• What role AI agents will play in spotting customer pain points before they cost you
• How sustainability can shift from marketing checkbox to CX differentiator

This isn't just a list of buzzwords. It's a strategic outlook for anyone shaping customer experience in the next 12 months.

What got you here won’t get you through 2025.
This episode will help you stay ahead — and rethink where CX is headed.