CX IS ALIVE AND THRIVING: BUSTING MYTHS AND 2025 PREDICTIONS

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

In this special episode of the CX Goalkeeper Podcast, Gregorio Uglioni sits down with three passionate CX experts to discuss the future of customer experience. Together, they uncover the most important trends for 2025, share insights about employee and customer experiences, and reveal golden nuggets of wisdom learned from 2024. If you're curious about where CX is headed and want actionable advice to prepare, this episode is a must-listen!

Episode Summary

This episode is packed with insights from three CX leaders: Federico Cesconi, Michael Brandt, and Beppe De Vincenti. Together, they explore trends shaping the future of CX, emphasizing topics like agentic AI, employee empowerment, and personalization.

Federico shares his vision of agentic AI, describing a world where AI agents interact seamlessly with each other to fulfill complex customer needs. Imagine booking a holiday with one request while AI takes care of all the details—this kind of intelligent system is what Federico sees revolutionizing CX by 2025.

Beppe dives into the importance of company culture and the investment in employee training. As businesses face challenges in cultivating customer-centric environments, enhancing employee skills becomes a priority. Empowered employees lead to improved customer interactions and long-term success.

Michael adds a critical dimension, linking employee experience to customer experience. He highlights the need for stable, skilled teams to improve service and introduces the balance required for hyper-personalization. Overdoing it can alienate customers, but the right approach creates smoother, more personalized experiences.

The Top 3 Key Learnings

1. Agentic AI Revolution: AI agents will transform how customers interact with services, simplifying tasks and providing highly efficient, human-like support.
2. Employee-Centric Culture: Investing in employee training and experience drives better CX outcomes, ensuring employees are skilled, satisfied, and engaged.
3. Balanced Personalization: Hyper-personalization has its limits. Companies must find a balance that feels tailored but not invasive to customers.

Chapters

00:00 Introduction and Guest Presentation

02:42 Discussion on Trends for 2025

11:16 Reflections on 2024 and Key Learnings

20:22 Closing Remarks

Keywords

customer experience trends, CX 2025, agentic AI, hyper-personalization, employee experience, customer-centric culture, AI in CX, CX leadership, future of customer experience, customer experience transformation

I’d love to hear your thoughts on this episode! What trend excites you most for the future of customer experience? Let us know by leaving a comment or review.

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