5 technology predictions to supercharge customer experience in 2025

2024 was a banner year for artificial intelligence (AI) adoption across contact center and customer experience (CX) teams. According to CallMiner’s 2024 CX Landscape Report, 62% of organizations have at least partially implemented AI technologies, with only 24% remaining in the early stages of AI implementation. All the while, early fears around AI implementation are lessening. CX and contact center decision-makers are increasingly confident in their ability to manage AI.

At the same time, 2025 will be about scaling and implementing emerging AI technologies in a disciplined way. Organizations will get more savvy about leveraging AI and automation for practical and targeted use cases vs. generalized AI and CX technologies with sweeping promises that fail to deliver measurable value.

Here are some of our top predictions that will help organizations empower frontline contact center employees and supercharge CX in 2025.

1. Agentic AI gets personal: The year 2025 will mark a turning point for conversation intelligence and agentic AI — highly personalized AI capable of taking autonomous actions. With the progress expected in the coming year, we anticipate that by 2027, hyper-personalized virtual agents will seamlessly integrate with individual data to predict user needs in ways we haven’t seen before. This evolution will eliminate routine administrative tasks, allowing frontline employees to focus more on strategic and creative pursuits, fundamentally changing how contact centers work and engage with technology.
2. AI councils become both a blessing and a curse: AI adoption is already transforming CX teams, yet many implementations fall short of delivering the expected value. CX Landscape Report data shows that 37% of contact center and CX leaders struggle to choose the right AI solutions, and 27% lack clarity on how to measure AI’s ROI. In response, organizations are forming AI councils or appointing chief AI officers to oversee AI procurement, implementation, and adoption across the enterprise. This trend is likely to accelerate in 2025. On the positive side, well-informed decisions can ensure AI investments drive value — improving CX, boosting efficiency, or supporting contact center agents. However, involving too many decision-makers risks creating bottlenecks that slow down procurement and hold back progress. To stay competitive, organizations must strike a balance between adopting AI responsibly and maintaining the agility needed to keep pace with rapid advancements.
3. Surveys get smarter: While a critical component of a holistic voice of the customer (VoC) strategy, surveys have seen little innovation – with organizations experiencing diminishing value from legacy survey programs. In 2025, surveys are going to get a lot smarter and strategic. Many teams already rely on conversation intelligence to get a better sense of their unsolicited customer feedback (e.g. customer interactions that happen in the contact center, on social media, in unsolicited reviews, and more). Pairing that information with solicited feedback is critical, as it provides a more complete picture of the customer journey and VoC. Taking some lessons from unsolicited feedback, AI will help organizations develop more intelligent and targeted surveys — improving the quality of solicited insights.
4. Domain-specific AI gains traction in the contact center: When generalized models for generative AI became mainstream with the introduction of ChatGPT and other tools, many imagined their transformative applications for CX. In reality, many organizations find it a more pragmatic approach to blend generative AI with domain-specific models and practical workflows designed for the contact center. We predict the trend of specific and practical applications to continue into 2025, as organizations strive to drive value and gain more return on their AI investments. In other words, proven and purpose-built are the key words when it comes to evaluating AI for the contact center and CX purposes.
5. Contact centers turn to AI and automation to cover the basics: While everyone likes to think about the future of AI, some of the most transformative applications have to do with how AI and automation can improve basic processes. For example, more organizations will look to AI to automate quality assurance (QA), helping the QA analyst’s remit expand from reviewing a fraction of an agent’s calls to 100% of customer interactions. AI will analyze these interactions at scale, helping contact centers improve their quality and compliance, as well as focus QA time on the interactions that require it. Within heavily regulated industries such as healthcare and financial services, AI can help ensure that agents stick to the best practices that mitigate risk, avoid penalties, and serve vulnerable customers with empathy.

Preparing for an AI-driven future in CX

As we look toward 2025, one thing is clear – AI will no longer be a “nice to have” but a competitive necessity to improve CX. The past year saw rapid adoption and growing confidence in AI tools, but the next phase will be about scaling with purpose, focusing on practical applications, and balancing innovation with accountability. Agentic AI will transform how contact centers anticipate customer needs, while smarter surveys and domain-specific models will provide deeper, more actionable insights. At the same time, automation will streamline routine processes, allowing frontline employees and QA analysts to focus on high-value tasks.

However, success will require careful strategy. Organizations must avoid common pitfalls like slow decision-making and overcomplicated governance structures. The key to thriving in this evolving landscape will be agility – making timely, informed decisions that maximize AI’s potential without getting bogged down by unnecessary complexity.

Those that embrace AI with discipline and focus will not only improve their operational efficiency but also enhance customer satisfaction, creating a future where technology and human interaction seamlessly coexist to deliver exceptional experiences.