Rebekah Carter
At Techtelligence, we’ve always been committed to staying up-to-date on the latest AI, UC, and CX Trends. Right now, however, the customer experience landscape is certainly moving at an incredible pace, thanks largely to the rise of artificial intelligence, and big data solutions.
Today, businesses are harnessing unbelievable new tech, from agentic AI systems, to state-of-the-art digital experience platforms to anticipate, address, and exceed customer expectations.
In fact, more than 50% of all contact centers are already investing in generative AI, and 90% of businesses are centralizing data to enable hyper-personalization at scale.
So, which are the most important topics worth focusing on as you take the next step in your CX journey? Here’s your behind-the-scenes look at the latest CX trends.
CX Trends: The 10 Hottest Topics for Leaders Today
Based on our extensive peer-to-peer research, numerous CX trends are emerging – many of which are linked to the evolution of artificial intelligence, data, and technological transformation. Here are the topics generating the most buzz in 2025.
Agentic AI: The Hottest Topic Among CX Trends
If you thought generative AI was revolutionary in the contact center, agentic AI is going to take things to the next level. In fact, Gartner predicts that agentic solutions will be solving around 80% of all customer problems autonomously by 2029.
In the age of agentic AI, CX bots will be able to do so much more than answer common customer questions. They’ll be able to make decisions, adapt, and strive towards specific goals with minimal human intervention. Virtually every CX leader is getting involved. HubSpot has launched its own Agentic AI platform, and Salesforce is driving the next era of AI development with Agentforce.
Even major CCaaS vendors are stepping into the space. Companies like NICE and RingCentral are expanding both contact center and WFM technologies with new agentic AI solutions. This shift could drive a new era of automation in the contact center, boosting efficiency like never before.
Customer Data Strategies: Powering Personalization
Demand for hyper-personalization has shaped CX trends for numerous years, but now companies are gaining more control over the data they use to create unique experiences. Customer Data Platforms are taking over, aligning information from multiple siloed solutions to give organizations a more comprehensive view of their audience, and their journeys.
According to Forrester studies, around 41% of business leaders say they believe CDPs help them improve customer experience, loyalty and retention rates, and acquisition levels.
Moving forward, we can expect to see the rise of more intuitive, flexible solutions that allow businesses to more effectively unify, and draw insights from customer data – particularly in today’s omnichannel world. This should lead to a future that both enables personalization at scale, and allows companies to take a more proactive approach to customer service.
Partnership and Co-Innovation: Working Together on CX Trends
World-changing CX trends often rely on collaboration. In the last couple of years, we’ve seen numerous organizations joining forces, and sharing resources, to make critical strides in the development of AI tools, data platforms, and more.
In February 2025, Five9 invested in two major reseller partnerships with CallTower and Intradiem, helping to drive adoption of intelligent cloud contact center solutions, UCaaS platforms like Microsoft Teams, and even advanced automation technologies.
Elsewhere, SAP partnered with Vonage to expand the reach of its AI agents, and enhance automation throughout the enterprise. Throughout the CX landscape, all kinds of partnerships are also becoming more popular. WEM, UCaaS, CCaaS, and CPaaS vendors are all working together to accelerate innovation, and empower business growth.
Contact Center Life: Evolving Employee Experiences
The life of a contact center agent has transformed dramatically, evolving from handling simple inquiries to managing intricate, high-stakes interactions across diverse digital channels. Businesses in all industries are recognizing the importance of supporting and empowering agents with more cutting-edge solutions that enhance productivity, engagement, and wellbeing.
We’ve seen the shift from standard Workforce Management tools, to Workforce Engagement Management solutions, that prioritize the employee experience. Employee experience platforms, with reward and recognition tools, help desks, and even desk booking capabilities for hybrid workers are becoming more common.
Plus, companies are embracing generative AI and flexible AI agents to provide every staff member with their own intelligent assistant – ideal for handling repetitive tasks and boosting engagement.
Advanced Analytics: Data-Driven CX Trends
Analytics and reporting tools have always been critical in the CX landscape, but today’s emerging CX trends are allowing companies to dive deeper into data than ever before. Conversational analytics – powered by AI solutions with NLP capabilities, are becoming the norm. These systems are allowing companies to attract more data from conversations, for insights into trends, sentiment, and patterns.
AI solutions are also making it easier for companies to really make the most of their data. GenAI solutions, for instance, are helping businesses to categorize data, automate quality scorecard creation for agents, isolate problems, and even constantly monitor risks.
With more insights than ever before, and more advanced solutions for creating custom dashboards and reports, businesses are reacting to threats and opportunities with exceptional speed.
Journey Orchestration: Guiding Customer Experiences
Customer journey mapping has evolved – as companies look for ways to fine-tune and enhance experiences throughout a customer’s lifecycle. Customer journey orchestration platforms are shaping CX trends by giving businesses new ways to improve workplace efficiency, proactively address pain points, and even personalize interactions.
These tools, which can now integrate data from various channels, and offer access to powerful AI-driven insights, are helping businesses to close customer service gaps, and even align the various elements of their omnichannel strategy.
Going forward, journey orchestration tools will only become more essential, as customers search for more unified, immersive experiences from brands, across channels.
Generative AI: Revolutionizing Service
Agentic AI might have pushed generative AI out of the spotlight slightly in 2025, but demand for genAI solutions isn’t going anywhere. In fact, our research found that contact centers have received more GenAI investment in the last year than commerce, marketing and sales departments.
CX leaders are constantly discovering new ways to use generative AI in everyday tasks. They’re not just embracing these tools to enhance self-service, they’re using them to boost employee productivity, automate quality assurance processes, create marketing campaigns and more.
Companies are even beginning to build and fine-tune their own generative AI assistants, taking advantage of flexible models offered by CX leaders to customize bots with their own data and workflows.
Tech Convergence: Aligning CX Trends
Tech convergence is one of the most significant CX trends we’ve seen emerging in the last few years. For some time now, companies have been reducing costs, and improving efficiency by aligning their unified communication and contact center platforms, as well as other crucial tools.
In 2025, connecting UCaaS and CCaaS is just the first step. Many organizations are beginning to look into new ways of connecting the dots between every major CX-focused system, from workforce management and CRM platforms, to desk booking and sales forecasting tools.
For CX teams, the convergence of tech solution paves the way to enhanced collaboration, more unified data management, and increased operational efficiency. Beyond that, alignment between tech stacks is helping businesses to enhance employee and customer experiences at scale.
Digital Experience Platforms: Digital-First CX
While phone calls, and traditional customer service strategies remain crucial in 2025, it’s safe to say the era of “digital-first” interactions has officially arrived. For years now, CX trends have been driven by a rising number of digital communication platforms, from online chat systems, to video conferencing tools, and beyond.
Digital experience platforms are empowering organizations to align customer journeys across these channels, with journey orchestration, and management solutions. Many also offer a composable architecture, allowing for API-first approaches to building cohesive technology stacks.
On a broad scale, highly flexible and composable DXP solutions will empower companies to create more unified, immersive journeys for their customers, and adapt quickly to changes in communication channel preferences.
Business Intelligence: Empowering Data-Driven Growth
Finally, in the quest to elevate both customer and employee experiences in the CX space, business intelligence solutions have become increasingly crucial. Unlike standard analytical and reporting tools, BI solutions are giving businesses a way to better unify data and insights.
They’re helping companies to make data-driven decisions about everything from staffing and forecasting strategies, to workforce design, and customer journey orchestration. With data storytelling, natural language querying, and data science integrations, BI systems are allowing companies to dive deeper into their data, and discover new opportunities.
Plus, these solutions are also helping businesses to align their insights, so they can use them to create and enhance AI systems and models.
CX Trends: Data, AI, and Innovation in Action
In 2025, customer experience has evolved from a reactive, service-based concept, to a dynamic, AI-driven, and data-informed ecosystem. CX trends like agentic AI, business intelligence, and customer data platforms are reshaping how teams across industries work to serve customers.
As we move forward into the new age of customer experience, the latest cutting-edge technology will empower companies to be more proactive, more customer-centric, and more efficient, regardless of how, and where they support their customers.
Want to stay one step ahead of the latest trends? Make sure you check out our latest CX reports, for direct insights into the major opportunities identified by the world’s leading customer-focused brands.
