2025 Digital Customer Experience Trends

Ready for what’s next in CX?

 

Discover the trends shaping digital CX strategies—and stay miles ahead of the competition in 2025.

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What’s inside

Preview the top 5 trends that will help you strategize in 2025—plus, stories to inspire you and a side-by-side look at last year’s trends

 

Leading trends

Trend 1

AI

AI will remain a top priority for digital professionals in 2025. What do people talk about when they talk about AI? Our analysis shows they are focused on 2 key subtrends: generative AI and AI integration. In industries like travel & hospitality—which expresses the highest interest in AI—these technologies prove crucial in improving CX.

Trend 2

Personalization

With 78% of consumers saying that personalized content makes them more likely to repurchase from a brand, it’s no wonder that businesses will continue investing in personalization.The 2 main subtrends according to our data are tactical segmentation and strategic hyper-personalization.

Trend 3

Customer Journeys

When customers encounter consistent, user-friendly journeys across channels, they’ll reward you for it. According to our data, unifying customer journeys will be a main focus for businesses next year. More and more digital professionals are recognizing a cohesive CX is good for their audience and their bottom line.

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Embracing AI without fear
“At this point, there are many [AI] players. It's really about doing your due diligence and not being afraid. Many people are afraid that generative AI is essentially going to take over jobs, but it's really going to help people become a lot more efficient. People just need to embrace that this is a change that's happening. It's positive, and it's here to stay.”

 

Fernando Echeverri, Partner Manager at Cloudinary

 

34.2%

of digital professionals say they will prioritize AI over the next year

Mask group-Nov-13-2024-02-50-57-0910-PM

About the survey

This report is based on a global dataset of 2,974 responses collected from registrants of Contentsquare’s 2024 global flagship event, CX Circle. Respondents include digital professionals in marketing, UX, and product teams across various industries. Respondents were asked to answer, 'What is the biggest digital experience trend you are focusing on next year?'

The data was meticulously processed, cleaned, and standardized, with non-English responses translated to ensure consistency across all regions. Using thematic categorization, the data was organized into key digital experience trends and subtrends.

Text analysis was then applied to identify the most frequently discussed trends and their interrelationships, offering a clear picture of emerging priorities. These insights provide valuable guidance for businesses as they shape their digital strategies for 2025.