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Trends Subcategories Customer Experience

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  • Trend
    Theme
    Impact Areas
    Category
    Summary
    Report
  • Voice AI for CX
    • AI-Driven Transformation
    • Accessibility
    • Customer service
    • Telecommunications
    • Business & Commerce
    • Consumer Attitudes
    • Emerging Technology

    Advancements in Voice AI, particularly its natural language capabilities, are enhancing customer service interactions and making consumers feel heard.

    Zendesk: CX trends 2025
    Voice AI for CX
    Advancements in Voice AI, particularly its natural language capabilities, are enhancing customer service interactions and making consumers feel heard.
    Impact Areas Accessibility, Customer service, Telecommunications
    Themes AI-Driven Transformation
    Categories Business & Commerce, Consumer Attitudes, Emerging Technology
  • Ubiquitous Artificial Intelligence
    • AI-Driven Transformation
    • Experiences Over Material Goods
    • The Blurring of Physical and Digital Realities
    • Content creation
    • Customer service
    • Marketing
    • Media
    • Brands & Advertising
    • Consumer Attitudes
    • Emerging Technology

    AI is rapidly becoming integrated into all aspects of media and consumer experiences, driving personalization and emotional connection.

    Publicis Media: Future FWD 2025
    Ubiquitous Artificial Intelligence
    AI is rapidly becoming integrated into all aspects of media and consumer experiences, driving personalization and emotional connection.
    Impact Areas Content creation, Customer service, Marketing, Media
    Themes AI-Driven Transformation, Experiences Over Material Goods, The Blurring of Physical and Digital Realities
    Categories Brands & Advertising, Consumer Attitudes, Emerging Technology
  • Tech-Driven Personalized Hospitality
    • AI-Driven Transformation
    • Experiences Over Material Goods
    • The Blurring of Physical and Digital Realities
    • Hospitality
    • Technology
    • Tourism
    • Business & Commerce
    • Consumer Attitudes
    • Travel & Tourism

    The hospitality industry is transforming towards highly personalized, immersive experiences that resonate with guests through sensory journeys and technology.

    Gensler: Design forecast 2025
    Tech-Driven Personalized Hospitality
    The hospitality industry is transforming towards highly personalized, immersive experiences that resonate with guests through sensory journeys and technology.
    Impact Areas Hospitality, Technology, Tourism
    Themes AI-Driven Transformation, Experiences Over Material Goods, The Blurring of Physical and Digital Realities
    Categories Business & Commerce, Consumer Attitudes, Travel & Tourism
  • Synthetic Humans Emergence
    • AI-Driven Transformation
    • The Blurring of Physical and Digital Realities
    • Customer service
    • Education
    • Healthcare
    • Marketing
    • Business & Commerce
    • Consumer Attitudes
    • Emerging Technology

    AI-powered synthetic humans are transforming digital interactions by creating more engaging and personalized experiences.

    Globant: Tech trends 2025
    Synthetic Humans Emergence
    AI-powered synthetic humans are transforming digital interactions by creating more engaging and personalized experiences.
    Impact Areas Customer service, Education, Healthcare, Marketing
    Themes AI-Driven Transformation, The Blurring of Physical and Digital Realities
    Categories Business & Commerce, Consumer Attitudes, Emerging Technology
  • Shifting Customer Expectations
    • AI-Driven Transformation
    • Experiences Over Material Goods
    • The Blurring of Physical and Digital Realities
    • Customer Experience
    • Marketing
    • Product Development
    • Business & Commerce
    • Consumer Attitudes
    • Digital Platforms

    Customer expectations are evolving faster than businesses can adapt, driven by increased connectivity, information access, and demand for personalized experiences.

    Interbrand: Best Global Brands Report
    Shifting Customer Expectations
    Customer expectations are evolving faster than businesses can adapt, driven by increased connectivity, information access, and demand for personalized experiences.
    Impact Areas Customer Experience, Marketing, Product Development
    Themes AI-Driven Transformation, Experiences Over Material Goods, The Blurring of Physical and Digital Realities
    Categories Business & Commerce, Consumer Attitudes, Digital Platforms
  • Rise of Conversational Commerce
    • AI-Driven Transformation
    • Authenticity and Transparency Reign Supreme
    • The Power of Community and Connection
    • Conversion Optimization
    • Customer Engagement
    • Messaging Apps
    • Personalized Marketing
    • Brands & Advertising
    • Business & Commerce
    • Consumer Attitudes

    Brands are increasingly leveraging conversational commerce through SMS and DM to engage in personalized dialogues with customers and drive conversions.

    Smartly: Digital Advertising Trends 2025
    Rise of Conversational Commerce
    Brands are increasingly leveraging conversational commerce through SMS and DM to engage in personalized dialogues with customers and drive conversions.
    Impact Areas Conversion Optimization, Customer Engagement, Messaging Apps, Personalized Marketing
    Themes AI-Driven Transformation, Authenticity and Transparency Reign Supreme, The Power of Community and Connection
    Categories Brands & Advertising, Business & Commerce, Consumer Attitudes
  • Retention Prioritized
    • Experiences Over Material Goods
    • The Power of Community and Connection
    • Customer Relationship Management
    • Marketing Budget Allocation
    • Player Lifetime Value
    • Brands & Advertising
    • Business & Commerce
    • Consumer Attitudes

    With rising acquisition costs, iGaming operators are shifting their focus from short-term acquisition to long-term player retention strategies.

    Softswiss: iGaming Trends 2025
    Retention Prioritized
    With rising acquisition costs, iGaming operators are shifting their focus from short-term acquisition to long-term player retention strategies.
    Impact Areas Customer Relationship Management, Marketing Budget Allocation, Player Lifetime Value
    Themes Experiences Over Material Goods, The Power of Community and Connection
    Categories Brands & Advertising, Business & Commerce, Consumer Attitudes
  • Retail Personalization Imperative
    • AI-Driven Transformation
    • Experiences Over Material Goods
    • E-commerce
    • Generative AI
    • Personalization
    • Retail
    • Business & Commerce
    • Consumer Attitudes
    • Emerging Technology

    Retailers are prioritizing personalization to improve conversions and customer loyalty, leveraging generative AI for 1:1 experiences.

    CB Insights: Tech trends 2025
    Retail Personalization Imperative
    Retailers are prioritizing personalization to improve conversions and customer loyalty, leveraging generative AI for 1:1 experiences.
    Impact Areas E-commerce, Generative AI, Personalization, Retail
    Themes AI-Driven Transformation, Experiences Over Material Goods
    Categories Business & Commerce, Consumer Attitudes, Emerging Technology
  • Privacy and Personalization Paradox
    • Authenticity and Transparency Reign Supreme
    • Values-Driven Consumption
    • Data Analytics
    • E-commerce
    • Marketing
    • Business & Commerce
    • Consumer Attitudes
    • Data & Privacy

    Consumers desire personalized experiences but are increasingly concerned about data privacy, requiring businesses to find a balance between these competing demands.

    Qualtrics: 2025 Consumer Trends Report
    Privacy and Personalization Paradox
    Consumers desire personalized experiences but are increasingly concerned about data privacy, requiring businesses to find a balance between these competing demands.
    Impact Areas Data Analytics, E-commerce, Marketing
    Themes Authenticity and Transparency Reign Supreme, Values-Driven Consumption
    Categories Business & Commerce, Consumer Attitudes, Data & Privacy
  • Premiumization through Fandom
    • Experiences Over Material Goods
    • The Power of Community and Connection
    • Hospitality
    • Live Entertainment
    • Spirits Industry
    • Brands & Advertising
    • Consumer Attitudes
    • Entertainment

    Luxury cocktail experiences are gaining traction with next-gen fandoms, shaking up a new era for premiumization in unexpected locations.

    Bacardi: Cocktail trends report 2025
    Premiumization through Fandom
    Luxury cocktail experiences are gaining traction with next-gen fandoms, shaking up a new era for premiumization in unexpected locations.
    Impact Areas Hospitality, Live Entertainment, Spirits Industry
    Themes Experiences Over Material Goods, The Power of Community and Connection
    Categories Brands & Advertising, Consumer Attitudes, Entertainment
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