CX in 2025: What We’re Watching

Published on: March 2, 2025

Author: Layne Haaksma, Senior Research AnalystAI dominates, in a variety of forms.As 2025 unfolds, customer experience (CX) will continue to evolve, largely through the adoption of artificial intelligence (AI), which is rapidly advancing for CX use cases. Metrigy data shows significant interest in using AI to enrich everything from agent coaching to customer feedback programs, proactive outreach campaigns, and much more. Proactive outreach will also benefit from advanced messaging capabilities offered by Rich Communication Services (RCS), powered by communications platform-as-a-service (CPaaS) platforms. Based on Metrigy data gathered from hundreds of companies around the world, this report highlights some of the CX technologies to watch for 2025 and beyond.
Table of Contents
  • Introduction: Spotlight on CX
  • AI-Driven CX Transformation
    • Agentic AI
    • AI-enabled Voice of the Customer (VoC)
    • AI-driven Proactive Outreach
    • AI-boosted Voice
    • AI-powered Workforce Engagement Management
  • Enriching CX with CPaaS
    • RCS
    • Network APIs
  • Conclusion and Recommendations
  • Working With Metrigy


You are currently viewing a preview of this content. Metrigy clients, please log in for full access to all research content. If you are not a client, please click below to purchase access to this research report. We also invite you to become a client.

 


Purchase Access

$495.00

Related products