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[2025 Trends Report] What's next in CX?
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What’s Next
in CX?
2025 Digital Customer
Experience Trends

Table of contents
What’s next in CX? 3
Top 5 digital experience trends for 2025 4
Trends by industry 5
Evolving trends 2024 vs 2025 6
Trend 1: AI 7
Trend 2: Personalization 11
Trend 3: Customer experience journeys 14
Trend 4: Data 16
Trend 5: Content 18
Achieve competitive CX with Contentsquare 21
Research method 22
2What’s Next in CX?

Here’s what’s inside:
What’s next in CX?
Customer experience (CX) is a
powerful differentiator. In a market
where many products and services
become increasingly easy to replicate,
most businesses compete mainly on
CX.
And the companies that lead don’t just
meet customer expectations—they
exceed them. These leaders
outperform their rivals by being attuned
to customer needs and proactively
adopting digital trends.
In the second edition of our Digital CX Trends
report, we present 5 key digital experience trends
for 2025, based on insights from 2,974
professionals across marketing, UX, and product
teams from industries such as travel & hospitality,
retail, telecommunications, and software.
3
μ A quick comparison of
current and past trend²
μ Top 5 trends digital
professionals will focus on in
202š
μ Insights and tips from experts
to guide your digital strategy
Apply these trends using
experience analytics to keep
your customers happy and drive
CX innovation ahead of your
competition.
What’s Next in CX?





















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