Key CX Considerations for 2025: Peter Ryan, Principal Analyst
Uncertainty. That is the word that is on the lips of so many CX leaders as they face 2025. The impact of rapidly shifting technologies, evolving customer expectations and ongoing disruptions in global geo-political realities mean that forward planning has never been more fraught. This is especially the case for those firms selling their own CX technology and business service solutions to enterprise customer experience divisions. And, while the future may look uncertain, there are green shoots of opportunity for those that plan accordingly. Positioning the right offerings and remaining visible via the most effective channels will count heavily in 2025. Getting it right the first time just makes sense.
Key CX and Technology considerations for 2025
As CX service providers and technology vendors prepare for 2025, there are a number of considerations that should form part of the planning process. Ryan Strategic Advisory has identified the following as the most important: With so many enterprises indicating that limited investment capacity in 2025 will be a reality, it will be crucial for providers of CX services and technologies not to approach the market with one-size-fits-all pricing and delivery models.
Rather, those players that are to succeed will develop flexible plans that are as individualised as possible for enterprise clients of all sizes, no matter the sector. The key will be to adapt to the requirements of cash-strapped enterprises that want to deploy the best solutions / services available.
Clearly captive contact centre operators are prioritising specific technology investments, and vendors of these solutions must be aggressive in standing out from the crowd. Specifically, quality-driven front-line call deflection applications.
While some rapidly emerging technologies may not yet be at the cusp of what enterprise CX buyers are looking for, it will be vital for vendors and outsourcers to lay the groundwork today for what is likely to be a rapid uptake of these solutions in the next 6 – 12 months.
Specifically, AI-driven tools like automated voice translation and agent-assist tools are rapidly winning interest from captive CX leaders, who will be more likely to further engage with an existing partner for these applications than with a new one.
Emerging solutions must be at the ready, simply standing still as part of the generic crowd will not work to win BPO business in 2025. Outsourcers must find ways to demonstrate that they are distinct from the competition. Whether it be on the basis of different technologies, professional services suites or vertical subject matter expertise, finding the right niches and then evangelising the outsourcer’s capabilities in those areas will make a huge difference.
No technology or CX services provider can afford not to be at industry events in 2025. With so many enterprise CX executives planning to populate their prospective supplier list at trade shows and conferences, not being visible at these gatherings is a sure-fire way to obscurity. However, visibility doesn’t just apply to in-person events; it is clear that from the buyer perspective, both CX technology and services operators must also drive regular, provocative thought leadership through their own channels and on LinkedIn to stand out in the crowd. Making certain to regularly engage with industry analysts / consultants and commentators is also a ‘must’.
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