In today’s competitive business environment, one factor takes the companies one step further: customer experience- CX. Customer experience refers to offering customers personal, smooth, and efficient services across all channels. However, the task looks quite challenging with the growing digitization and multiple platforms to connect with customers.
To keep up with the dynamic nature of CX and the evolving customer expectations, businesses need to stay relevant, updated and meet their demands in 2025. It has become essential for businesses to adopt new technologies, find innovative ways to provide personalized experiences to their customers, and to lay special focus on data security.
As we enter the first days of 2025, we would like to analyze and list the main challenges in CX that the companies faced most. While stating the challenges, we also would like to highlight how to keep up with technological developments with Artiwise VOC platform. Let’s dive into 2024 CX challenges to understand the core problems and discover the ways to improve the CX strategies in 2025.
Key CX Challenges in 2024
In 2024, businesses and companies face some key customer experience challenges across different industries. Here is a brief exploration of those key challenges:
Digital transformation in CX
Being a major challenge for over a decade, digital transformation in CX is one of the most important challenges for businesses in 2024. Apart from integrating CX structures to different channels, digital transformation in CX creates the need for companies to integrate artificial intelligence to their CX strategies. This is essential to deliver more personalized, responsive and efficient customer interactions. However, adopting and integrating these technologies needs expertise, investment, and time to align with the existing systems.
For example, E-commerce industries should opt for digital transformation for a better online shopping experience, however, integrating them with existing platforms is a challenge that requires a serious budget. Especially, in terms of customer satisfaction, E-commerce companies should respond to the customer needs quickly. To do this, they need a detailed analysis of customer data (comments, complaints etc.) in a short time. Recently, AI-integrated platforms, such as Artiwise CX & VoC platform is one of the best solutions for the companies at this point. With the holistic overview that can analyze all communication channels at the same time, Artiwise CX & VoC platform provides actionable insights.
Personalization in CX
Nowadays, customers look for more personal solutions, and for delivering such tailored solutions, businesses need to strive hard. That point, personalization in CX gains significance and to enhance it businesses need to keep a vast amount of data, research and analyze it, predict customer preferences, and use the data to deliver individualized experiences in real time. Unfortunately, managing personalization is difficult while maintaining consistency and privacy.
This challenge is a major concern for various industries including banking, e-commerce, etc. Bank customers always look for personalized financial advice. However, banks need to find a balance between offering customized/personalized services and ensuring compliance with strict regulatory standards.
Scalability
Businesses are expanding their customer base and adopting more digital touchpoints these days. However, maintaining consistency in CX across all channels and scaling these services as and when required is another challenge in front of businesses. For instance, as digital banking solutions are expanding with mobile banking services, banks need to scale their services without sacrificing service quality and security and that’s a big challenge for them.
Poorly scaled CX strategies often lead to longer response times, and inconsistent service, leading to a fragmented customer experience and therefore customer loss. To prevent this, businesses should carefully review the customer journey and understand the best and worst touchpoints. After that, the root causes should be determined, and customer experience strategy should be adjusted accordingly. With Artiwise CX & VoC, this can easily be achieved with the customer journey mapping feature.
Data Security in Customer Experience
Every one of us is aware of the growing privacy violations and increasing cases of data breaches. Data privacy and security are one of the most crucial components when it comes to customer service. With so many concerns among customers, businesses are facing increasing pressure to secure customer information while complying with global data protection regulations. While delivering personalized customer experiences, businesses collect more sensitive customer data and information, and safeguarding this data is essential to build trust and prevent reputational damage.
This has become a major challenge for many industries, especially for e-commerce as they collect payment information and customer data across various platforms to deliver personalized services. Especially after the pandemics, many governments started to regulate data privacy and storage. Such a fragile issue can cause different legal problems for the companies and therefore one of the key CX challenges in 2024. At this point, working with a trustable partner is highly crucial. Artiwise CX & VoC is a secure and regulation compliant platform with an AI- based data masking feature. Artiwise CX & VoC automatically anonymizes sensitive data while analyzing customer feedback to ensure privacy and compliances with data protection regulations.
Customer Journey Mapping
Mapping customer journeys means identifying customer interactions with the brand across multiple channels and providing a unified and consistent experience. However, it is not as easy as said. Let’s understand this with an example.
Imagine you engage with a bank; right from opening your account to financial planning and ongoing transactions, you might visit different physical branches of the bank, access its online platforms, and use mobile apps as per your convenience. Mapping your interactions across all platforms and delivering unified services across each touchpoint is a significant challenge for banks.
Each customer touchpoint is unique to the customer and the customer experience may vary even for the specific customer. Therefore, understanding each customer’s journey with a holistic approach is highly valuable and not an easy task to-do, even with a comprehensive data analysis team. At this point, it is important to find an expert CX partner which understands your values. Artiwise CX & VoC makes it possible for businesses to map and analyze customer journey from the first interaction to loyalty.
Overcoming CX obstacles: General Approaches
The challenges are many, but businesses/companies are also not lagging to beat them. Whether it’s digital transformation or scaling personalized services, companies are finding new ways to streamline operations, ensure data security, and enhance customer engagement.
Here’s a close look at strategies that companies choose and some insights on the technologies used.
AI chatbots:
Leveraging AI is another way that enables businesses to deliver personalized and automated services saving time and effort. AI (automated customer support systems, AI-driven chatbots) allows you to analyze large data sets and predict customer preferences. Businesses can offer 24/7 customer support across all channels through AI chatbots. Such AI-powered chatbots are very helpful with e-commerce websites for answering their customer queries, helping them to navigate their online stores, and checking product availability. Not only e-commerce websites but nowadays many companies are using AI chatbots in their apps. The important point is sustainable development of such tools to answer customers’ needs.
LLMs:
Companies are also utilizing Large Language Models (LLMs) for more natural and human-like conversations with customers. There are AI chatbots powered by LLMs, content generation tools, or virtual assistants that when integrated with customer service systems offer real-time, context-aware responses, improving overall customer satisfaction. LLMs can analyze the sentiment of the customer, so that the companies can detect the problematic points quickly and easily. Thus, companies can improve the customer experience processes. LLMs can even predict potential problems by analyzing customer interactions and puts the companies proactive positions in terms of providing solutions. Artiwise VOC is an LLM integrated platform with features such as Root Cause Analysis and Customer Journey Analysis, improving customer experience.
Cloud-based platforms:
By integrating cloud-based platforms, businesses can store and process large volumes of customer data, allowing easy access and scalability. Such platforms easily integrate with AI, automation, and data analytics tools. Migrating to cloud-based platforms allows businesses to manage data flexibly and enhance integration across all business functions. Also, cloud-based platforms are able to real-time gather and process customer and customer behavior data, so that the companies have reliable insights to improve CX process.
Predictive analytics:
Companies are readily adopting Predictive analytics in CX to identify customer behavior and anticipate their needs so that they can address them proactively. Through platforms with predictive capabilities, you can identify customer actions, personalized recommendations, and customize marketing efforts accordingly. For instance, banks use predictive analytics to analyze customer’s spending and saving patterns, and their financial goals. Based on this data, it becomes easy for banks to provide personalized advice and offer relevant financial products.
Data security features:
Due to the growing concerns about data breach cases, companies are opting for unified solutions that offer features such as data masking. Artiwise CX & VoC platform offers this data masking feature that anonymizes sensitive information and data about customers, allowing you to gain important insights without compromising data.
Unified and omnichannel platforms:
In this world that changes and develops technologically every day, the best thing to do to improve customer experience processes is to find a partner who is an expert in this field. Customer analysis platforms have become very prominent in this context in recent years. Although they vary among themselves, platforms that can analyze all channels (omnichannel) at once stand out rather than platforms that analyze a single channel.
Omnichannel platforms offer the opportunity to analyze all communication channels simultaneously, providing the opportunity to better understand and compare customer satisfaction and dissatisfaction points and improve customer experience. While saving time, it provides an innovative customer experience process that increases customer satisfaction, thanks to the realistic data you obtain about the customer. With a holistic approach, Artiwise CX & VoC strategy is based on a powerful multichannel approach enriched with real-time sentiment analysis that goes beyond surveys, encompassing inbound and outbound channels.
New Trends and Takeaways
By now, it is clear that key customer experience trends that will dominate in the future include higher integration of AI, automation and omnichannel for personalized and seamless services, serious consideration of data security and adoption of cloud-based platforms. Predictive analytics will become crucial if a company wishes to offer proactive customer engagement. Based on these trends, some best CX practices for the leaders in the year 2025 are:
- Stay flexible and continuously adapt to new technologies. This will ensure that your brand meets evolving customer expectations.
- Take your customer experience strategy to the next level with innovative platforms and get a partner who is expert in this field.
- Integrate AI in customer experience into your processes with VOC platforms.
- Use predictive analytics to assess customer behavior.
- Investment in more secure and sophisticated data tools needs to be increased to protect customer data and build trust.
- Ensure that you deliver consistent and seamless services across all customer touchpoints by integrating omnichannel experiences.
- With the rising concerns about the environment, customers are becoming more socially responsible. Your CX strategies should be aligned with socially responsible and ethical practices.
- Unlock the potential of data analytics tools so that your every interaction with any customer feels uniquely crafted for him only.
In Conclusion
The problems affecting customer experience in 2024 shed light on the steps that need to be taken for 2025. Successful CX means more personalized, secure and seamless customer interaction along with rapid technological advancements. The key challenges mentioned above require businesses to adopt AI, predictive analytics and automation for operational efficiency. You need to embrace these CX innovations for a more personalized, unified, and proactive CX strategy in 2025.
As we move towards 2025, CX leaders need to continue to innovate, remain agile and push their limits to stay ahead of the competition and facilitate long-term healthy customer relations.
So, are you ready for a new CX strategy in 2025? If so, try Artiwise CX & VoC Platform!
Artiwise offers artificial intelligence-supported solutions by addressing customer experience with a holistic approach. Analyzing every stage of the customer journey, the platform provides a deep understanding of customers’ needs and expectations with powerful tools such as root cause analysis, sentiment analysis and trend tracking. Thanks to these insights, businesses can make strategic decisions in a more data-based and proactive manner, increasing customer satisfaction and achieving operational excellence. Additionally, with its structure focusing on data security and compliance, it creates a sustainable satisfaction cycle while protecting customer information. With this AI-powered unified platform, you can get real-time insights, assess your customers’ needs and take appropriate actions, transforming the way you interact with your customers.
Contact us today for more details!
