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.
What are the Most Important KPIs in Retail?
In the retail world, tracking Key Performance Indicators (KPIs) is essential for understanding the health of your business and identifying areas for improvement. KPIs provide valuable insights into customer behavior, sales performance, and business operations, allowing you to make data-driven decisions that drive growth and profitability. You may want to know — what are the most important KPIs in retail — and boostCX can help with this list of retail industry KPIs.
Top 10 KPIs in the Retail Industry
Data is king in the retail industry. To really understand your business performance, identify areas for improvement, and make informed decisions, you need to track and analyze the right KPIs. These metrics provide valuable insights into various aspects of your operations, from customer behavior and sales performance to inventory management and profit margins.
While there are many KPIs you can and should monitor, certain metrics hold particular importance for retailers. Here is our list of the Top 10 KPIs in the Retail Industry to keep a close eye on:
1. Conversion Rate
Conversion Rate measures the percentage of store visitors or website users who make a purchase. A higher conversion rate indicates that your marketing and sales efforts are effectively turning online and in-person shoppers into paying customers.
2. Customer Retention Rate
Customer Retention Rate measures the percentage of customers who return to make repeat purchases. A high retention rate indicates customer loyalty and leads to increased profitability, as repeat customers tend to spend more than new ones and the probability of selling to an existing customer is estimated to be 60% - 70%.
3. Year-Over-Year Growth
Year-Over-Year (YOY) Growth tracks the percentage change in sales revenue compared to the same period in the previous year. This KPI provides insights into your overall business growth and the effectiveness of your strategies. Not all strategies will have an immediate impact and this KPI allows you to track long-term success.
4. Average Order Value (AOV)
Average Order Value (AOV) calculates the average amount spent per customer per transaction. Increasing your AOV can significantly boost your profits. Methods to improve this KPI include upselling and cross-selling that can help drive higher AOV.
5. Gross Profit
Gross Profit measures your revenue minus the cost of goods sold (COGS). This KPI reflects the profitability of your products and your ability to manage production or sourcing costs. With this metric, you can gain insight into manufacturing and production costs and how they impact profits.
6. Net Profit
Net Profit is your bottom line – revenue minus all expenses, including COGS, operating costs, and taxes. This KPI provides a comprehensive view of your overall profitability and financial health. When you dive deeper into your profitability, this may be the most important metric.
7. Inventory Turnover
Inventory Turnover measures how quickly you sell your inventory. A higher turnover rate indicates efficient inventory management and reduces the risk of holding obsolete or slow-moving stock.
8. Sales Per Square Foot
Sales Per Square Foot is a metric that measures the revenue generated per square foot of retail space. This KPI is particularly relevant for brick-and-mortar stores and helps you assess the efficiency of how your retail space is used.
9. Net Promoter Score (NPS)
Net Promoter Score (NPS) gauges customer loyalty and satisfaction by measuring the likelihood of customers recommending your business to others. A high NPS indicates strong customer relationships and positive word-of-mouth marketing. Retail businesses with a high NPS provide a better customer experience that can drive brand loyalty and future sales.
10. Customer Satisfaction Score (CSAT)
CSAT Scores measures customer satisfaction within specific aspects of your business, such as products, services, or employee interactions. This KPI provides targeted insights into areas where you can improve the customer experience. Happy customers are repeat customers and help drive profits.
By tracking and analyzing the KPIs that are most important in retail, you can gain a comprehensive understanding of your retail business and make data-driven decisions that drive profits and growth.
How to Use Voice of the Customer to Improve the Customer Experience
Voice of the Customer (VoC) is an effective method for understanding your customers and improving their experience with your business, services, and products. It involves systematically collecting and analyzing customer feedback to gain insights into their needs, expectations, and pain points, and by leveraging this data, businesses can make data-driven decisions that enhance customer satisfaction, build loyalty, and drive growth. Learn how you can use Voice of the Customer to improve the customer experience with this quick list created by boostCX.
5 Ways to Use VoC to Improve the Customer Experience
Voice of the Customer data is a goldmine of insights waiting to be unearthed and put to use to the benefit of your company. This method provides a detailed roadmap for understanding your customers, identifying their pain points, and uncovering opportunities to enhance their experience. By effectively using this data, you can create a truly customer-focused business that builds loyalty, drives growth, and outshines the competition.
Here's how you may be able to use VoC data to transform your customer experience:
1. Target Different Points of the Customer Journey
Use VoC data to map out the customer journey and strategically collect feedback at key touchpoints on the customer roadmap, such as onboarding, purchase, support, and post-purchase interactions. This not only allows you to identify pain points and optimize each step for a seamless and satisfying experience, it allows you to take a closer look at employment teams responsible for each touchpoint.
2. Collect Customer Feedback Based on Key Demographics
A Voice of the Customer strategy can be used to segment your audience and gather feedback based on demographics like age, location, or purchase history. This reveals unique needs and preferences for each demographic, enabling you to tailor your offerings and communication for specific customer groups and personalize their experiences.
3. Employ Relationship and Transactional Surveys
It is important to gather feedback at various customer touchpoints and use different approaches to do it. Relationship surveys (overall satisfaction) and transactional surveys (specific interactions) are different sides of the same coin that provide valuable customer data. This creates a holistic view of the customer experience and identifies areas for improvement at both the macro and micro levels.
4. Record and Catalog Customer Interaction Channels
Track the channels customers use to interact with your business the most, such as phone, email, chat, or social media. This data helps you understand their preferred communication methods and optimize each channel for a consistent and positive experience — so you can interact with customers where they are most active.
5. Include Customer Reporting and Follow-Ups
Develop a system for reporting on VoC data and following up with customers who provide valuable feedback. This demonstrates to customers that you value their input and are committed to addressing their concerns, and in turn, builds trust in your brand and encourages future business.
By learning how to effectively use Voice of the Customer to improve the customer experience, you can build a customer-focused culture that drives satisfaction, loyalty, and growth. Contact boostCX today for a demo of our customer experience management solutions and learn how we can help you collect, analyze, and act on customer feedback!
Top 5 Ways to Improve the Employee Experience
Want to create a business where employees are excited to come to work and customers will benefit? Focus on the employee experience. When employees feel valued and engaged, they're more likely to provide exceptional service that fosters customer loyalty and drives business growth, and this list of Top 5 Ways to Improve the Employee Experience will help get you started. boostCX can provide you with the tools you need to help you create a positive and productive work environment that benefits both your employees and your customers.
How To Improve the Employee Experience
The employee experience has a major impact on business success with data showing that companies with engaged employees see a 21% boost in profitability, a 17% increase in productivity, and lower employee turnover. Improving the employee experience requires a multi-faceted approach that addresses various aspects of the workplace, from communication and feedback to growth opportunities and work-life balance. By focusing on key elements of the employee experience, you can create a culture where employees feel supported, motivated, and empowered to do their best work.
1. Provide Transparent Communication
Open and honest communication is essential for a positive employee experience. Always keep employees informed about company updates, changes, and goals. Employees that know and understand the direction of the company and potential challenges you may face will be better able to help you execute your goals. Encourage feedback and create a culture where employees can and do share their ideas and concerns.
2. Create an Effective Feedback Loop
Regular employee feedback is crucial for employee growth and development. Implement a system for providing constructive feedback — both positive and negative — that can be used to learn more about how you succeed and how you may be able to improve. Encourage employees to share their feedback as well, creating a two-way dialogue that fosters continuous improvement.
3. Provide Opportunities to Grow and Develop Skills
Invest in the professional development of your employees by offering opportunities for training, mentorship, and skill-building. The lack of opportunities to grow and develop is listed by an estimated 25% of workers as a reason why they have left a company in the past. These opportunities not only enhance their capabilities and their experiences as employees, but also demonstrates your commitment to their growth within the company.
4. Prioritize Work-Life Balance
It is important to recognize that employees have lives outside of their jobs and respect that fact. Provide flexibility for your employees that encourages a healthy work-life balance by offering flexible work arrangements like remote or hybrid opportunities, generous time-off policies, and promotes a culture that respects personal time.
5. Build a Positive Work Environment
Create a positive and inclusive work environment where employees feel valued, respected, and supported no matter what role they have with your business. Encourage teamwork, celebrate successes, and create a culture where everyone feels like they belong. This positive work environment leads to a better employee experience and improved customer interactions.
By prioritizing the employee experience, you create a ripple effect that positively impacts customer satisfaction, productivity, and overall business success. We hope that this list of the Top 5 Ways to Improve the Employee Experience will help get you started.
Top 5 Benefits of Voice of the Customer Strategies
Do you want to build a business that resonates with your customers and keeps them coming back? Voice of the Customer (VoC) strategies can help you achieve your goals. By actively listening to and understanding your customers, you can create products and services that meet their needs, build brand loyalty, and drive business growth.
Are you still on the fence? We are here to help with our Top 5 Benefits of Voice of the Customer Strategies created by boostCX. With boostCX as your customer experience management partner, you'll have the tools you need to collect, analyze, and act on valuable customer feedback, as you build a VoC strategy that delivers real results.
Key Benefits of a Voice of the Customer Program
A well-executed VoC program can transform your business. It provides valuable insights into customer perceptions, needs, and expectations, enabling you to make data-driven decisions that improve customer experience, enhance products, and drive innovation. Here is how a Voice of the Customer strategy can benefit you and your business.
1. Identify Areas for Growth
VoC feedback highlights what your business excels at and where it falls short. This allows you to pinpoint areas for improvement and growth, whether it's streamlining a process, enhancing customer service, or developing new products that better meet customer needs. With Key Performance Indicators (KPIs) like Net Promoter Score (NPS), you can create a baseline and measure profit growth with a VoC program.
2. Improve Customer Relationships, Service, and Brand Loyalty
When you actively listen to and address customer feedback, you demonstrate that you value their opinions and are committed to meeting customer needs. This builds a sense of trust and loyalty with your brand, turning casual customers into passionate advocates. In fact — research shows that companies that prioritize customer experience see a 60% increase in customer lifetime value. Engaged and satisfied customers are more likely to become repeat buyers, driving sustainable revenue growth and strengthening your bottom line.
3. Create Better Products
Voice of the Customer programs provide direct insights into customer preferences and pain points that are relevant to more than just your business practices. Customer feedback and data can tell you a lot about your products, enabling you to develop products that better meet the needs of your target audience. By understanding what customers want and need, you can create products and services that are both valuable and desirable.
4. Gain Better Insight into Business Performance
The data provided by a VoC strategy paints a clear and detailed picture of how your business is performing from the customer's perspective. This allows you to identify specific areas of strength and weakness across various customer touch points, enabling you to make data-driven improvements that optimize the customer journey.
5. Learn How Your Business Fits the Market
VoC feedback helps you understand how your business is perceived in the market and how well it meets customer expectations. This knowledge gives you the ability to refine your positioning, messaging, and products to better align with customer needs and preferences in your market.
Are you ready to unlock the power of VoC? This list of our Top 5 Benefits of Voice of the Customer (VoC) Strategies will help get you started. Contact boostCX today and learn more about our comprehensive suite of tools and services to help you capture, analyze, and act on customer feedback!