CUSTOMER EXPERIENCE
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THE THREE KEY CUSTOMER SERVICE TRENDS GENERATIONAL DIFFERENCES , AI , AND VIDEO DRIVE THEM .
Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers . The contact center industry is undergoing rapid transformation , driven by evolving consumer expectations and advancements in artificial intelligence ( AI ) technology . A 2024 survey conducted by Zoom and Morning Consult highlighted how consumer expectations continue to evolve , especially regarding customer service .
• The surging popularity of video chat and other support channels . There are three key trends that we saw develop in 2024 and which continue to evolve in 2025 that will shape the future of customer engagements . These are :
• Generational shifts in brand loyalty and patience .
• The expanding role of AI in customer experience ( CX ). 34 CONTACT CENTER PIPELINE
OLDER CONSUMERS WERE IDENTIFIED AS BEING LESS BRAND- LOYAL ...