CX Today's Charlie Mitchell introduces five customer experience trends to keep top of mind in 2025. 

To run through them, he's joined by:

• Barry Cooper, President of NICE CX 
• Max Ball, Principal Industry Analyst at Forrester Research

Both share their perspectives on each of the trends - as shared below:

Trend 1 – Advancements In AI Will Turn Contact Centers Into Profit Centers
Trend 2 – Contact Center Leadership Roles Will Become More Strategic and Stretch Beyond Customer Support
Trend 3 – Contact Centers Will Shift Investment from Human-Led Interactions to Reskilling the Workforce
Trend 4 – AI-Centric Customer Experience Benchmarks Come to the Fore
Trend 5 – Businesses Will Shift AI Providers to Realize Immediate Business Value

More on each of these trends is available within NICE's CX Trends for 2025 study. It also includes several more trends with expert analysis. Check it out here: https://get.nice.com/stateofcx

Alternatively, to learn more about NICE's CX tech, visit: https://www.nice.com/

Hosted by Charlie Mitchell, Senior Editor of CX Today News - Customer Experience Technology News #customerexperience #cx #nice

For more Customer Experience tech news, visit: https://www.cxtoday.com