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  • Trend
    Theme
    Impact Areas
    Category
    Summary
    Report
  • WhatsApp Commerce
    • Experiences Over Material Goods
    • The Power of Community and Connection
    • Communication
    • Customer service
    • E-commerce
    • Marketing
    • Brands & Advertising
    • Business & Commerce
    • Digital Platforms

    WhatsApp is becoming a preferred channel for customer communication and commerce, offering convenience and personalized interactions.

    Meta: MX Plan & Go...
    WhatsApp Commerce
    WhatsApp is becoming a preferred channel for customer communication and commerce, offering convenience and personalized interactions.
    Impact Areas Communication, Customer service, E-commerce, Marketing
    Themes Experiences Over Material Goods, The Power of Community and Connection
    Categories Brands & Advertising, Business & Commerce, Digital Platforms
  • 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
  • Rise of AI Avatars
    • AI-Driven Transformation
    • The Blurring of Physical and Digital Realities
    • Companionship
    • Customer service
    • Entertainment
    • User Interfaces
    • Business & Commerce
    • Emerging Technology
    • Entertainment

    Generative AI is enabling the creation of realistic digital humans, transforming user interfaces and creating new opportunities for interaction.

    Infotech: Tech trends 2025
    Rise of AI Avatars
    Generative AI is enabling the creation of realistic digital humans, transforming user interfaces and creating new opportunities for interaction.
    Impact Areas Companionship, Customer service, Entertainment, User Interfaces
    Themes AI-Driven Transformation, The Blurring of Physical and Digital Realities
    Categories Business & Commerce, Emerging Technology, Entertainment
  • Failing Software Customer Success
    • AI-Driven Transformation
    • Authenticity and Transparency Reign Supreme
    • Customer Retention
    • Customer Success
    • Software Industry
    • Business & Commerce
    • Emerging Technology

    Despite increased investment, software customer success is failing due to a mismatch between vendor support and customer needs, particularly in technical implementation.

    Bain: Technology report
    Failing Software Customer Success
    Despite increased investment, software customer success is failing due to a mismatch between vendor support and customer needs, particularly in technical implementation.
    Impact Areas Customer Retention, Customer Success, Software Industry
    Themes AI-Driven Transformation, Authenticity and Transparency Reign Supreme
    Categories Business & Commerce, Emerging Technology
  • Cautious AI Adoption
    • AI-Driven Transformation
    • Authenticity and Transparency Reign Supreme
    • Values-Driven Consumption
    • AI development
    • Customer service
    • Data Privacy
    • Consumer Attitudes
    • Data & Privacy
    • Emerging Technology

    Consumers are expressing concerns about data privacy and trust with AI, impacting the adoption of AI-powered technologies and services.

    Nielsen: Guide to 2025 mid-year...
    Cautious AI Adoption
    Consumers are expressing concerns about data privacy and trust with AI, impacting the adoption of AI-powered technologies and services.
    Impact Areas AI development, Customer service, Data Privacy
    Themes AI-Driven Transformation, Authenticity and Transparency Reign Supreme, Values-Driven Consumption
    Categories Consumer Attitudes, Data & Privacy, Emerging Technology
  • Assistant-First Customer Service
    • AI-Driven Transformation
    • Customer service
    • Technology
    • User Experience
    • Business & Commerce
    • Consumer Attitudes
    • Emerging Technology

    The rising popularity of personal AI assistants is driving a shift towards assistant-first customer service interactions.

    Zendesk: CX trends 2025
    Assistant-First Customer Service
    The rising popularity of personal AI assistants is driving a shift towards assistant-first customer service interactions.
    Impact Areas Customer service, Technology, User Experience
    Themes AI-Driven Transformation
    Categories Business & Commerce, Consumer Attitudes, Emerging Technology
  • AI’s Impact on Business Functions
    • AI-Driven Transformation
    • Back Office
    • Customer Support
    • Sales & Marketing
    • Software Development
    • Business & Commerce
    • Emerging Technology

    Generative AI is delivering significant efficiency gains across key business functions, including software development, customer support, and sales & marketing.

    Bain: Technology report
    AI’s Impact on Business Functions
    Generative AI is delivering significant efficiency gains across key business functions, including software development, customer support, and sales & marketing.
    Impact Areas Back Office, Customer Support, Sales & Marketing, Software Development
    Themes AI-Driven Transformation
    Categories Business & Commerce, Emerging Technology
  • AI-Assisted Shopping
    • AI-Driven Transformation
    • The Blurring of Physical and Digital Realities
    • Customer service
    • E-commerce
    • Retail
    • Brands & Advertising
    • Business & Commerce
    • Emerging Technology

    Consumers are embracing AI for smarter shopping, but still value human interaction.

    Statista: Consumer trends 2025
    AI-Assisted Shopping
    Consumers are embracing AI for smarter shopping, but still value human interaction.
    Impact Areas Customer service, E-commerce, Retail
    Themes AI-Driven Transformation, The Blurring of Physical and Digital Realities
    Categories Brands & Advertising, Business & Commerce, Emerging Technology
  • AI for Telecom Operations
    • AI-Driven Transformation
    • Customer service
    • Marketing
    • Telecommunications
    • Business & Commerce
    • Emerging Technology

    Telecom companies are increasingly using AI for network optimization, customer service, and marketing, but face challenges in data readiness and talent acquisition.

    Infosys: Telecom industry outlook
    AI for Telecom Operations
    Telecom companies are increasingly using AI for network optimization, customer service, and marketing, but face challenges in data readiness and talent acquisition.
    Impact Areas Customer service, Marketing, Telecommunications
    Themes AI-Driven Transformation
    Categories Business & Commerce, Emerging Technology