5 trends shaping the customer culture of the future: 2023 and beyond

Collaborate with influencers or incorporate user-generated content to broaden reach. This strategy helps build credibility and connects your brand with new audiences. So as you toast to the New Year I encourage you to think about how these five customer service trends will affect your customer service offering in 2015. It’s important to note how voice search optimization differs from traditional SEO as users ask questions conversationally. Instead of typing « best coffee shops in Seattle, » a voice search might be « What are the best coffee shops near me? » Brands should focus on long-tail keywords and natural language to capture this growing audience. Providing a frictionless, personalized customer experience is no longer a nice to have capability.

The Continued Dominance Of Video Content

With new features on YouTube Shorts, Instagram Reels and TikTok, brands can leverage interactive tools (e.g., polls, live Q&As) to engage viewers. Regularly analyze metrics to refine content strategies based on what resonates most in each niche. Use live streaming for real-time engagement, which is ideal for launches or Q&As. On top of this, short-form platforms like TikTok and YouTube Shorts can boost reach. I find that tools like InShot and Canva can help simplify quality video creation.

Reskilling And Upskilling: The Key To Future-Proofing Careers

This has led to the steady growth of messaging, both SMS and chat, as some of the most popular ways to connect. Many consumers not only prefer to communicate with each other through messaging, but increasingly with the brands they love. As we head into the new year, here are 4 trends for ecommerce companies to keep an eye out for and leverage in order to transform their support center and elevate the customer experience. In fact, according to the 2019 State of Service Report from Salesforce, 80% of customers now consider their experience with a company to be as important as its products.

The Rise of Human-Centric Leadership

In the customer-centric landscape of the future, businesses that prioritise exceptional customer service and adapt to evolving trends will thrive. By actively listening to customer sentiment and empowering employees to anticipate and address pain points, businesses can forge meaningful and long lasting connections with their customers and ensure a prosperous future. Expect to see companies optimizing the customer journey to meet the needs of their growing base of digitally native customers across all interaction points. This can all be used to build a more customized and streamlined customer journey and experience. The good news is today vendors have made it easier for brands to provide a more compelling customer experience on social.

Reduction Of AI-Generated Content

To prepare, marketing teams should develop skills in AI-driven content tools like Jasper and ChatGPT, particularly when it comes to customer segmentation and content personalization. I believe it will become important to have some familiarity with AI-driven customer service tools, such as chatbots equipped with sentiment analysis and natural language processing (NLP) features. Meeting customers where they are will continue to be an integral part of curating a one-of-a-kind experience. In a survey Forrester recently found that web self-service was the most widely used communication channel for customer service, surpassing use of the voice channel for the first time.

This means that hybrid working is quickly becoming the default in skilled roles. Forward-thinking employers in 2025 are adopting this new paradigm, creating opportunities for their workforce to improve their work-life balance while also maintaining strong connections to colleagues and company cultures. Leaning into intent data for post-lead acquisition engagement is a trend that is already taking shape and gaining momentum. Beyond targeting your ideal customer profile for lead generation, once a lead is qualified or even becomes a customer, continuing to partner with sales on engaging around intent signals provides significant opportunities for growth. Below, Forbes Communications Council members share emerging trends they expect to see in 2025.

Successful HR departments will leverage AI to enhance, not replace, human judgment and empathy. As AI and automation continue to reshape the professional landscape, the imperative for continuous learning and skill development has never been more pronounced. While certain roles may become obsolete, a plethora of new opportunities are emerging, demanding novel skills and competencies.

• AI integration in HR is accelerating, revolutionizing human capital management.
• For example some vendors provide options to seamlessly take interactions off social media to a private phone call with an agent.
• Customers today communicate both visually and contextually with one another, leveraging multimedia functions such as sending photos, videos and screenshots.
• Whether it’s allowing customers to virtually try out products or immersing them in unique brand narratives, technology opens up exciting possibilities for building emotional connection.

While some roles may be automated, AI tools are increasingly enhancing human capabilities and boosting productivity and creativity. Success in this new paradigm hinges on developing uniquely human skills like nuanced communication, emotional intelligence, and strategic thinking. This human-AI collaboration isn’t just about coexistence; it’s about unlocking new possibilities. As AI handles routine tasks, humans can focus on innovation and interpersonal aspects that drive true progress. To prepare for this increasing focus into hyper-personalization, I first recommend you invest in dynamic content platforms. Brands can consider platforms like HubSpot or Marketo that offer advanced personalization features.

• These are some of the exciting developments I believe will change the customer service landscape in 2015.
• According to Forrester, companies delivering a great customer experience had an average compound annual growth rate (CAGR) of 17%, whereas poor customer experience delivered just 3% over the same period.
• The importance and value placed on the customer experience will only continue to grow.
• In 2025, adaptability and continuous learning will be crucial for both organizational success and individual career resilience.
• The good news is today vendors have made it easier for brands to provide a more compelling customer experience on social.

They also discuss actionable ways companies can embrace these trends to keep up and stay relevant. Overall, keep an eye on AI advancements in personalized user interactions that can interpret and respond to customer sentiment. This shift will allow brands to offer a more customized customer experience, making AI an essential asset in customer relations. The upcoming years promise significant innovation, driven by technological advancements, changes in consumer behavior and a deepening focus on personalization and data.

Artificial Intelligence And Machine Learning In Marketing

The four-day workweek is gaining momentum, challenging traditional work structures. In 2025, more organizations are expected to adopt this model, which promises enhanced employee well-being, improved work-life balance, and reduced carbon footprints. This shift suggests that concentrated work hours and extended recovery time can maintain or even boost productivity. As adoption grows, we may see a broader reshaping of work-leisure norms across industries. As 2024 comes to a close, B2B marketers can prepare for a successful 2025 by keeping an eye on rising industry trends. AI-driven personalization, experiential marketing and more can help marketing teams most effectively connect and engage with their audiences in the year ahead.