The 2025 CX Playbook: Strategies Contact Centers Can’t Ignore

January 9, 2025 | 12pm ET

The contact center landscape is evolving rapidly, and 2025 is shaping up to be a make-or-break year for customer experience leaders. Are you ready?

Don’t miss our next webinar as we dive into the trends, challenges, and untapped opportunities defining the future of CX. This is not your typical webinar; it’s a chance to walk away with bold, actionable strategies to ensure your organization not only adapts but thrives.

Key Topics Include:

2025 CX Trends That Matter: Discover the technologies, customer expectations, and industry shifts shaping the future.
What to Stop Doing: Learn which outdated practices CX leaders should leave behind to remain competitive.
Debunking CX Myths: Separate fact from fiction as we tackle common misconceptions holding organizations back.
Essential Tech for 2025: Explore the must-have tools your contact center needs to stay ahead.

The 2025 CX Playbook: Strategies Contact Centers Can’t Ignore

Reserve Your Spot

January 9, 2025 | 12pm ET

The contact center landscape is evolving rapidly, and 2025 is shaping up to be a make-or-break year for customer experience leaders. Are you ready?

Key Topics Include:

2025 CX Trends That Matter: Discover the technologies, customer expectations, and industry shifts shaping the future.
What to Stop Doing: Learn which outdated practices CX leaders should leave behind to remain competitive.
Debunking CX Myths: Separate fact from fiction as we tackle common misconceptions holding organizations back.
Essential Tech for 2025: Explore the must-have tools your contact center needs to stay ahead.

Speakers

Corey Mustard

Solution Consultant at Centrical

Dan Smitley

WFM Expert and ICMI Top 25

Don't miss out, RSVP today to secure your spot!

RSVP

The 2025 CX Playbook: Strategies Contact Centers Can’t Ignore

About Centrical

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”