Overview
This is DMG Consulting's special report, 2025 CX Megatrends and Projections: Charting the Course for Excellence. The report examines seven megatrends driving fundamental changes in customer service organizations and shaping contact centers of the future. It explores how artificial intelligence (Al) and generative Al (GenAll) are becoming ubiquitous throughout contact center systems and applications, fueling the intelligence, automation, and hyper-personalization required to deliver concierge-level service experiences. These megatrends set the stage for this report to provide strategic, operational, Al/automation, and technical projections that enterprises can use to build their near- and long-term servicing and customer experience (CX) strategies and prioritize their technology investment roadmap.
The 2025 CX Megatrends and Projections: Charting the Course for Excellence report addresses decisive issues, including:
- What megatrends are influencing the world of service?
- What will the future look like for contact centers?
- What does each contact center need to do to prepare for successful Al application?
- Will Al replace the need for human agents?
- What is going to happen to contact center systems and applications over the next five years?
