2025: The year Customer- (CX) and Employee Experience (EX) changes

2025 will be a decisive year for Customer Experience (CX) and Employee Experience (EX). Artificial intelligence (AI) is not just hype — it offers organizations opportunities to stand out from the competition. The impact? Immediate, profound, and undeniable. In this blog, we outline the key trends and insights.

Poor experiences cost billions

Research by Qualtrics shows that poor customer and employee experiences cost companies nearly $4 billion globally. Customers increasingly share indirect feedback, via social media or online reviews. Since 2023, this type of feedback has increased by 60%. Companies that ignore this data miss valuable insights.

Many organizations also struggle with poorly managed workplace changes, according to research among over 35,000 employees. This reduces productivity, lowers engagement, and affects employee well-being. The solution? Innovative use of AI — not only to improve processes but also to build trust with both customers and employees.

AI is changing the feedback game

In 2025, AI plays a key role in collecting and analyzing customer experience. Where static surveys were once the norm, dynamic AI-driven questions now provide deeper insights. Think of surveys that adapt in real time based on previous answers. The result: actionable insights that organizations can apply immediately.

According to Brad Anderson, President of Product Development at Qualtrics, both customers and employees increasingly expect AI-driven experiences. Organizations that respond early gain a competitive advantage.

Transparency and trust are crucial

Transparency around AI is essential for success in customer-centricity. Consumers want to know when AI is used and the value it adds. Companies that ensure this transparency gain the trust of their customers, according to Isabelle Zdatny, an expert in customer loyalty.

Customer satisfaction programs are also shifting focus. It’s no longer about superficial metrics, but measurable results that lead to better coaching and efficiency — for both humans and machines.

Balancing automation and humanity

Workplace change continues at a rapid pace. Successful leaders prioritize trust and culture. According to Dr. Benjamin Granger, Chief Workplace Psychologist, the key is balance: let AI handle repetitive tasks so employees can focus on creative solutions and personal attention.

Leaders must also show vulnerability. Actively involving employees and valuing diverse perspectives fosters a culture of trust, benefiting both well-being and productivity.

AI accelerates innovation in healthcare and government

In healthcare, AI reduces administrative burdens while creating more space for better patient care. New technologies replace static surveys with dynamic, interactive tools, providing deeper insights that improve experiences for both patients and healthcare providers.

Governments that prioritize digitalization see similar benefits. Countries like Denmark and Australia lead the way with digital services that enhance citizen experience and stimulate economic growth. Governments that lag risk alienating their citizens.

What does this mean for your organization?

2025 promises to be a year where CX and EX reach new standards. Organizations that invest in AI, transparency, and a strong company culture will not only survive but thrive. The time to embrace the future of experience is now.

How is your organization preparing for this future? Take the first step and discover how to leverage AI and customer-centricity to the fullest. Contact us for more information or a no-obligation consultation!