The boostCX Blog
Knowledge and resources to help you build and scale your business.
Customer Experience Trends to Expect in 2025
In the always-evolving landscape of customer experience it is important to anticipate and adapt to future trends, and it is paramount for businesses that want to stay ahead of the curve and stand apart from competitors. Understanding where the customer journey is headed in any industry enables companies to be proactive and develop strategies that build loyalty, drive engagement, and create lasting impressions — and we hope that this look at Customer Experience Trends to Expect in 2025 will help.
boostCX recognizes the importance of staying on top of these trends and provides businesses with the tools and insights needed to craft exceptional customer experiences at every touchpoint. Let’s explore what the future holds for customer experience in 2025 and beyond.
What Are New Customer Experience Trends for 2025?
The next year and beyond promise a wave of innovation and transformation in customer experience. Advanced technologies like VR and robotics are set to redefine interactions, while mindful marketing and a focus on employee well-being will become increasingly important. That and striking the right balance between AI-powered efficiency and the human element will be crucial for delivering experiences that resonate with customers on a deeper level.
1. Increased Use of Advanced Technology
Virtual Reality (VR) and Augmented Reality (AR) technologies are in place to revolutionize customer interactions. VR creates immersive experiences, from virtual product demonstrations to interactive store walkthroughs, enhancing engagement and leading to informed decision-making. AR takes that virtual reality experience to the next level and companies that focus on the right innovations can increase the ROI.
2. Mindful Marketing
In 2025 — mindful marketing is expected to be a growing trend. Brands that work to connect with customers on an emotional level, understand their needs, and demonstrate empathy in their messaging and interactions will build stronger relationships with customers. Creating experiences that resonate with customers’ values and priorities will foster a sense of connection and loyalty.
3. Marriage of AI and Human Input
Artificial Intelligence (AI) will continue to play a vital role in customer experience — but the future lies in striking the right balance between AI-powered efficiency and the irreplaceable human touch. Chatbots and automated processes can streamline routine tasks, but human agents will be essential for handling complex issues and providing empathetic support. When AI is used to augment and improve human interactions, it is a more valuable tool in your toolbox.
4. Build a Stronger Link Between Employee Experience and Customer Experience
Happy and engaged employees lead to happy and satisfied customers. A growing trend that is expected to extend into 2025 is companies recognizing the importance of investing in their workforce, building a positive work environment, and manufacturing a great employee experience that empowers employees to deliver exceptional customer service.
5. Multi-Sensory Customer Experiences
Multi-sensory brand experiences engage customers beyond sight and sound and are on the rise. Companies have started to recognize the power of incorporating touch, smell, and even taste in customer experiences to create immersive and memorable interactions that forge deeper emotional connections between the audience and the brand.
The future of customer experience is bright and filled with innovation, personalization, and a renewed focus on human connection. By embracing these Customer Experience Trends to Expect in 2025 and adapting their strategies, businesses can create experiences that not only meet but exceed customer expectations. boostCX helps you stay ahead of the curve and provides the tools and insights needed to craft exceptional customer experiences.
Best Examples of Personalized Customer Experiences in Retail
We have said it before — personalization of the customer experience is the key to success in the retail industry. In retail, personalization is an essential tool for building customer loyalty and driving sales, and many companies want to know how to personalize the customer experience in retail stores.
Brands that deliver tailored experiences that cater to individual needs and preferences are the ones that stand out from the crowd. Broad, overarching strategies are one thing when you create your customer experience — but we wanted to provide you with real-world examples of how successful brands have personalized their customer experience. Here is our list of some of the best examples of personalized customer experiences in retail created by boostCX.
Top 10 Examples of Personalized Retail Customer Experiences
No matter where you look, you will find exciting examples of how the customer experience can be personalized to fit your customers, your target audience, and your brand. These are just a few outstanding examples of personalized retail customer experiences that showcase how leading brands use technology and customer analytics to create unique, memorable, and valuable experiences for their customers.
1. Nike Personalized Products and NikePlus Loyalty Program
Nike is a worldwide brand that empowers customers to design their own shoes and apparel through its Nike By You 3D shoe customization platform. In addition to custom shoes — the NikePlus Loyalty Program offers personalized product recommendations and exclusive benefits.
2. Tesla Driver Profiles
Tesla is one of the biggest brands in automotive and Tesla Driver Profiles allow you to personalize your experience when you get behind the wheel. Vehicles store individual driver preferences, from seat positions and mirror adjustments to music playlists and suspension preferences to create a unique experience every time someone enters the car.
3. Expedia Dynamic Pricing and Offers
Do you love to get great deals when you travel? Expedia employs real-time customer data and AI technology to offer personalized pricing and travel recommendations based on individual search history, preferences, and budget. This dynamic pricing model has made the brand stand out from competitors in the travel industry.
4. Spotify Discover Weekly Playlists
Spotify is a prime example of how mobile apps can be personalized to create a premiere customer experience. Spotify’s popular Discover Weekly playlists rely on sophisticated algorithms to curate a personalized mix of music based on your listening habits, song preferences, favorite artists, and more to keep you engaged and help you discover new music.
5. Starbucks Order and Rewards Tracking
The Starbucks Mobile App allows customers to personalize their experience by allowing you to place orders ahead of time, earn rewards, and receive personalized recommendations based on their order history. The app remembers favorite drinks and employs AI to send personalized messages to users.
6. Peloton Personalized Fitness Goals
Peloton promises a one-of-a-kind fitness experience in its own right with the ability to join virtual online classes with friends. Based on your baseline fitness test, Peloton provides tailored workout plans and progress tracking, catering to individual fitness goals and preferences. This personalized approach helps keep users motivated and engaged.
7. Alexa Personalized Responses by Voice
Did you know that Amazon Alexa can recognize individual voices? Amazon’s Alexa recognizes individual voices and provides personalized responses, including reminders, music recommendations, and even news briefings tailored to each user’s interests. You can ask Alexa for information about your account and based on your voice it will provide accurate information.
8. Covergirl Glam Stations
The Covergirl flagship store has created a one-of-a-kind customer experience with innovative Glam Stations that use Augmented Reality (AR) to allow customers to virtually try on different makeup products, helping them find the perfect shades and styles for their individual needs.
9. Whole Foods App Purchase History and Recommendations
The Whole Foods mobile app utilizes purchase history to offer personalized recommendations and discounts online and in store. This data is used to help you find additional products and new recipes when you shop at Whole Foods. This helps streamline the shopping experience and encourages brand loyalty.
10. Sephora Email Campaigns
Email campaigns can be used for more than to collect customer feedback or send out newsletters. Sephora sends targeted emails to customers with personalized product recommendations based on their purchase and browsing history, resulting in higher open rates and conversions.
These examples illustrate the power of personalization in retail. When you prioritize customer needs and preferences, brands can foster stronger connections, drive loyalty, and ultimately boost sales. boostCX enables retailers to gather and analyze customer data and implement personalization strategies that can help you drive success. We hope that this list of the best examples of how to personalize the customer experience in retail has given you some great new ideas.
How To Improve the Customer Experience in E-Commerce
Did you know that e-commerce sales are expected to pass $6.3 trillion worldwide in 2024? The internet and smartphones have given customers purchasing power in the palm of their hand and an exceptional customer experience is vital to help your business stand apart from competitors in the e-commerce landscape. A one-of-a-kind customer experience goes far beyond simply offering superior products — it’s about creating a seamless and memorable journey for every customer who visits your online store. boostCX provides customer experience management solutions in a variety of industries and we want to help you learn how to improve the customer experience in e-commerce.
Top 5 Ways to Improve the E-Commerce Customer Experience
Enhancing the customer experience in e-commerce can be accomplished with a variety of strategies and in many cases, it requires a multi-faceted strategy that focuses on personalization, convenience, and engagement. Here is a better look at our Top 5 Ways to Improve the E-Commerce Customer Experience and set your business apart from the competition:
1. Personalize the Online Experience
Online shoppers want a personalized experience when they shop. E-commerce businesses that deliver tailored product recommendations, content, and offers based on customer preferences, past purchases, browsing behavior, and customer data will stand out. This has the benefit of enhancing the shopping experience and demonstrating that you understand and value your customers’ needs.
2. Create a User-Friendly Interface
Website quality is a key element of any e-commerce business. Ensure your website is easy to navigate with user-friendly menus, search functions, and clear calls to action to deliver an exceptional customer experience. Add a streamlined checkout process and fast loading times to further contribute to a great, hassle-free experience.
3. Be Proactive with Customer Support
It is important for e-commerce businesses to anticipate customer needs by offering live chat, chatbots, AI tools, or other easily-accessible support channels to answer questions for online shoppers. Self-service options, like a comprehensive FAQ section, are great ways for e-commerce businesses to be more proactive in their customer support.
4. Transparent Communication
When customers place orders with an e-commerce company, they want to know when and where they will be delivered. E-commerce companies that keep customers informed about their orders, shipping details, and any potential delays will create a better customer experience. Proactive communication builds trust and sets realistic expectations, contributing to a positive overall experience.
5. Engage with Customers Post-Purchase
It is important that e-commerce companies don’t forget about their customers after they make a purchase. Personalized thank-you messages, exclusive discounts for repeat purchases, and actively seeking feedback show that you care about the continued satisfaction of your customers — which leads to continued and future business.
In the e-commerce world — a positive customer experience is vital for attracting and retaining customers. By learning how to improve the customer experience in e-commerce, businesses can enhance their online presence and build lasting relationships with their customers. boostCX can help you optimize your customer experience strategies with a powerful platform that provides valuable insights, automation capabilities, and helps you craft personalized interactions.
Top 5 Best Ways to Personalize the Customer Experience in Banking
When it comes to banking and finance, personalization is a key to success for banks, credit unions, lenders, and more businesses in the finance industry. Modern customers expect tailored experiences that will cater to their individual needs and preferences. boostCX is a leading provider of customer experience solutions and we understand the need to employ innovative strategies to help banks deliver personalized experiences and we wanted to highlight them with our Top 5 Best Ways to Personalize the Customer Experience in Banking.
How To Personalize the Customer Experience in Banking
Personalizing the customer experience in banking is about much more than just calling customers by their names. It involves leveraging customer data and insights to anticipate customer needs and be more proactive, tailor products and services to better fit your customers, and deliver proactive support across all channels. By implementing a customer-focused strategy, banks can build deeper relationships with customers, increase customer engagement, and drive customer loyalty.
1. Leverage Customer Data and Insights
To create a personalized customer experience, banks must utilize data from various customer touch points, such as transaction history, online behavior, and individual preferences, to gain a comprehensive understanding of each customer and their audience. This knowledge allows you to tailor offers, recommendations, and communication to their specific needs.
2. Implement Personalized Communication
The finance industry can feel very impersonal for many customers and banks, credit unions, and financial institutions. Addressing customers by their names and using personalized messaging in emails, push notifications, and other channels can make the experience more personal. Banks can further tailor communication based on customer preferences, interests, and financial goals.
3. Offer Tailored Products and Services
Financial institutions can use customer experience management platforms to analyze customer data and identify their financial needs and offer relevant products and services. This information allows banks to provide personalized recommendations for investments, loans, or savings accounts based on their financial profiles.
4. Proactive Customer Support
Advanced customer experience analytics help financial institutions anticipate customer needs and provide proactive support through chatbots, personalized FAQs, and on-time notifications. Banks, credit unions, and lenders that reach out to customers proactively with relevant information and offers before they even need to ask will produce an improved customer experience at every touchpoint.
5. Omnichannel Personalization
To personalize the customer experience, you must be able to engage with customers when and where they are most active. Omnichannel engagement helps ensure seamless personalization across multiple channels, including social media, online banking, mobile apps, and in-person interactions. Maintain consistent messaging and tailor recommendations based on the channel and context to deliver a truly personalized experience.
Personalizing the customer experience in banking is the key to building lasting relationships and driving customer loyalty in the finance industry and we hope that this list of Top 5 Best Ways to Personalize the Customer Experience in Banking. By leveraging data insights, tailoring customer communication, and providing proactive customer support, banks can differentiate themselves from competitors and exceed customer expectations. boostCX can help your bank implement these customer experience personalization strategies and achieve exceptional results.
Top 25 Stats that Show the Value of Customer Experience
Customer experience (CX) is much more than just a buzzword — it is an important factor in the success or failure of your business. In many ways, customer experience can be subjective, but with the right data and the right statistics, you can quantify the value of the customer experience. The numbers don’t lie and investing in customer experience leads to real results — from increased revenue to improved customer loyalty.
Here is a better look at our Top 25 Stats that Show the Value of Customer Experience created by the boostCX Team!
25 Customer Experience Statistics You Need to Know
Relevant statistics provide visual and quantifiable proof of the success of customer experience management strategies that your company may employ. A greater understanding of key metrics and industry benchmarks helps you and your business identify areas for improvement, allocate resources effectively, and demonstrate the impact of CX initiatives on the bottom line.
Why Are Customer Experience Statistics Important?
Customer experience statistics provide invaluable information on customer behavior, preferences, and expectations as they are related to your products and services. Analyzing these metrics can identify emerging consumer trends, anticipate the needs of your customers, and allow you to make data-driven decisions.
These statistics serve as a key indicator and will guide companies towards a better understanding of their customers and the factors that influence customer satisfaction. By analyzing customer experience statistics, businesses can take a proactive approach to the customer experience, identify potential issues, optimize customer journeys, and drive growth.
- An estimated 84% of companies and businesses that work to improve their customer experience have reported increased profits and revenue
- Data indicates that 87% of customers who experience excellent customer service will do business with that company again
- Brands that put the focus on the customer versus products and services report profits that are 60% higher than businesses that do not put the customer first
- 72% of customers that have a positive customer experience with a business will tell six or more people
- When customers have a poor customer experience, an estimated 89% will choose a competing product or service
- 80% of businesses and companies compete based on their customer experience
- A positive customer experience is a key factor in purchase decisions for an estimated 73% of consumers
- An estimated 90% of businesses — in a variety of industries — have reported that they have made customer experience a priority
- 64% of customers have claimed that a great customer experience is more important than the price of products or services
- Data has shown that 42% of customers are willing to pay more for goods and services if it involves a great customer experience
- 96% of consumers have indicated that customer service is an important factor when related to brand loyalty
- Personalization is key in retail and up to 80% of consumers are more likely to purchase products or services from a company when their experience is personalized
- Companies that make customer experience a priority have more engaged employees and an estimated 79% of employees at those companies are moderately or highly engaged
- Companies with engaged employees perform up to 147% better than companies that do not have an engaged workforce
- 95% of customer interactions with a business are expected to be controlled by AI by the year 2025
- An estimated 73% of customers appreciate businesses that ask for feedback and apply it to products and services
- U.S.-based companies lose an estimated $62 billion each year due to bad customer experiences
- Online customer service is important and an estimated 60% of customer touchpoints occur online
- 67% of customers expect a resolution to their issue within 3 hours of reporting
- An estimated 72% of customers prioritize immediate customer service
- 48% of customers expect benefits for being a good and loyal customer
- 80% of companies that have employed conversational AI have reported improved customer satisfaction
- AI has the potential to increase productivity at a given business by as much as 40%
- Up to 57% of businesses believe that chatbots provide an increased benefit for a minimal investment
- 74% of customer service representatives believe that additional access to customer experience tools and data will allow them to personalize customer experiences
The power of customer experience is undeniable and understanding key customer experience statistics can help you make decisions based on hard data. To unlock the full potential of your customer data and elevate your customer experience strategy, we have created a list of our Top 25 Stats that Show the Value of Customer Experience.