5 trends every brand needs to know
Transform CX in 2025
01
Balancing technology with a human touch
AI and automation are transforming CX, but tech alone can’t satisfy consumers’ need for personal connection.
Sephora masters this balance, blending AI-powered efficiency with authentic human touch. Brands that harmonise tech with true human engagement will thrive in 2025.
02
The power of fandoms and communities
Taking cues from entertainment and gaming, brands like GoPro are tapping into user-generated content and interactive experiences, creating online spaces connecting people in an increasingly disconnected digital world.
Companies that build vibrant, passion-driven communities will turn brand advocates into lifelong fans, fueling explosive growth in 2025.
03
Loyalty lessons from luxury brands
Standard rewards no longer suffice—today’s consumers demand loyalty programs that feel personal and exclusive.
Inspired by luxury brands, companies like Marriott Bonvoy offer premium, tailored perks that make customers feel like VIP insiders. In 2025, exclusivity—not just points—will capture both hearts and wallets.
04
Inclusive product and services design is a CX imperative
Consumers now expect brands to design for diverse needs, from accessibility to tech fluency.
Apple leads the way with innovations like eye tracking and haptics, proving that inclusivity drives reach, reputation, and loyalty. In 2025, authentic, inclusive design will be a game-changing brand differentiator.
05
Trust through transparent data exchange
As privacy awareness grows, consumers increasingly seek transparency and value in exchange for sharing their data.
Philips HealthSuite shows that clear communication around data practices and offering real benefits in return build trust and loyalty. Brands with transparent policies and consumer control options will strengthen customer relationships, engagement, and impact in 2025.
Stay ahead of the curve
Brands must understand what matters most to their customers now—and what they’ll expect tomorrow.
Acxiom’s 2025 CX Trends Report delivers a strategic roadmap to succeed in this new era of CX, empowering brands to create unforgettable, human-centric experiences that fuel business growth in the digital age.
