1、December 2024 451 Research 2025 PreviewSheryl Kingstone,Research Director,Customer Experience&Commerce,Head of Macroeconomic OutlookRaul Castanon,Senior Analyst,Customer Experience&CommerceZach Ciampa,Associate Analyst,Customer Experience&CommerceChris Marsh,Research Director,Workforce Productivity&

2、CollaborationMalav Parekh,Analyst,Macroeconomic OutlookBusinesses are poised to navigate a shifting landscape transformed by generative AI,unified commerce and agentic AI.These technologies promise to reshape customer engagement and operational efficiency,demanding strategic agility and robust data

3、strategies.Organizations that effectively integrate these advancements will be well-positioned to deliver personalized,seamless experiences,maintaining a competitive edge in an increasingly complex digital ecosystem.To learn more or to request a demo,visit Trends in Customer Experience&C of contents

4、Executive summary 4Introduction 4About this report 4The Take 5Trends we anticipate in 2025 5Trend 1:The pace of innovation will accelerate,increasing its impact on CX spending 5Figure 1:Key attributes driving CX vendor selections 6Trend 2:Improved focus on data strategies for agentic AI will drive d

5、igital maturity advancements 7Figure 2:Business value of intelligent experiences 8Trend 3:Increasing acceptance of personalization balanced with privacy will fuel momentum for first-party data 9Figure 3:Personalization vs.privacy:Shifting toward personalization for the first time 9Trend 4:Consumer b

6、rands will prioritize the creator economy in their marketing budgets 10Figure 4:Content supply chain feedback loop improves revenue generation 11Trend 5:Unified commerce and shoppable media will transform the modern buying experience 11Figure 5:Consumer desires and merchant strategies for improved c