Forrester: 2025 customer service predictions

Forrester’s 2025 Predictions Report isn’t your average trend forecast. It’s a deep dive into the real shifts in customer experience, with practical insights on where customer service is headed.

Discover the transformational trends that will reshape customer service across industries, spotlighting the strategies top teams are using to stand out in a competitive landscape. Packed with actionable insights, this report gives you a roadmap to future-proof your CX approach, helping you anticipate changes and drive real impact where it matters most.

If you’re a CX leader, strategist, or anyone committed to delivering standout customer experiences, this report is your go-to guide for the year ahead.

What’s inside?

• Big CX shifts – Get the inside scoop on the major changes coming to CX and how leaders are turning them into opportunities.
• Customer-centric tech – Learn which emerging technologies are driving the future of customer service.
• Performance-driven CX – Find out how top brands are breaking the mold and achieving higher satisfaction with strategic moves.
• Generative AI & automation – See how AI is not only here to stay but poised to transform CX in 2025.

2025 is just around the corner. Access Forrester’s Predictions Report now and start leading the next wave of customer experience innovation.