Customer experience and brand: 2025 predictions [Video]

In the new year, customer experience will remain a high priority for marketers. The aim will be consistent with previous years — seamless omnichannel journeys that are flexible and responsive to customer preferences. Of course, those preferences change.

One of the biggest changes next year won’t happen on customer touchpoints. It will happen in how marketers and organizations view customer experience. CX is widely expected to have a greater impact on business this year, playing a much larger roll in driving revenue and acquiring customers. Here are some of the ways marketers will adjust and leverage customer experience to achieve these goals in 2025.

Customer experience means engagement. Optimizing these engagements means strengthening all areas of the journey from branding to purchasing and post-purchase loyalty opportunities. In the coming year, marketers will look to boost CX to achieve all of the above.

“Creating a cohesive, purposeful experience across channels is critical to build trust, reinforce brand recognition and stand out in a …