Welcome to the future of customer engagement—where the only thing constant is change! (sigh 🥲) For most of us, it’s not just about keeping up; it's about getting ahead this year. So here's the scoop on what's in and what's (happily) out for 2025 when it comes to customer engagement. And, of course, we've seasoned in some helpful links and resources to keep you entertained, informed, and prepared to start the year off on a high note (unlike most of our attempts at ‘Dry January’ 🍻- there’s always next year!).
In's for 2025: Understanding what’s hot right now
AI agents
Why be the lone hero when you can have AI as your trusty sidekick to start off the year? Think Batman and Robin, but for data-driven decision-making. The AI agents market, currently valued at $7.38 billion, is projected to grow at a 44.8% annual rate, reaching $47.1 billion by 2030. So don’t get left behind! From operational efficiency to personalised suggestions based on customer behaviour, let an AI agent be your new BFF in 2025. Plus, with Pendula, you can build a personalised assistant in just one day.
Omnichannel orchestration
Unified experiences are no longer just a nice-to-have—they're your secret weapon! Whether your customers are jumping from email, sms or new channels like RCS, ensure a seamless journey every time this year.. With omnichannel orchestration, every interaction sings the same sweet tune, making brand loyalty as easy as pie.
No-code tools
Wave goodbye to bottlenecks and hello to freedom! We’re done with legacy systems that are too clunky, poorly designed and require multiple stakeholders just to get one thing updated. 2025 is about taking control back with our systems. No-code tools are here to unleash the creative genius in your teams. The only limit should be your imagination in 2025, not your tech stack.
Emotion analytics
Want to really know what's up with your customers? Dive into the world of emotion analytics with tools like Pendula’s sentiment analysis that understands the tone of your customer conversations. It's like being able to read minds—only less creepy and way more insightful. Understanding the 'why' behind customer behaviours can help you provide better offers at the right time.
Out's for 2025: Saying bye-bye to the bland
Siloed data
Siloed data, we had some good times—but it’s time to move on. Say hello to seamless data integration at every stage of the customer journey, and finally put those scattered streams together in a single view. Because the best insights come from a complete picture, not a patchwork quilt.
Manual processes
Manual, schmanual! Why let tedious tasks eat up your time in the new year when automation can do it for you? Anything from customer onboarding, appointment reminders, and payment confirmations to full stage marketing campaigns. Set your teams free to focus on the fun, strategic, big-picture stuff in 2025, and let the machines handle the monotonous.
One-way communication
If you’re still shouting into the void, it’s time to switch gears. Two-way conversations are where the magic happens - you know, we know it, so let’s make it happen in 2025! Make sure you’re not just heard, but also listening, and you’ll watch those customer relationships blossom this year.
Lengthy launch cycles
Slow and steady no longer wins the race! This year it’s all about being nimble and swift. Ensure the tools you add to your tech stack this year are ready to roll in days, not months! Being able to pivot, adapt, and execute campaigns with the speed of light will keep your team and strategy relevant in this fast-paced market. Your future self will thank you for it. 😉
Embrace the future with confidence
As we strut into 2025, embracing the 'in's and cutting loose the 'out's will set your business on a path to customer engagement greatness. And with Pendula by your side, you’re not just along for the ride—you’re in the driver's seat! Whether you’re looking to dazzle, delight, or downright dominate, it’s clear that the future is yours to craft, one fabulous customer interaction at a time.
So, are you ready to take your strategies to a whole new level this year? Let’s make it happy today by reaching out to get started.
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