Insights

In our opinion, customer service should be seen as an opportunity rather than a cost, highlighting examples of businesses achieving significant gains through improved customer engagement. By adopting a flexible, outcome-based approach and hiring passionate experts, companies can enhance performance, quality, and revenue. This shift in perspective can lead to increased customer loyalty and satisfaction, transforming the traditional view of customer service.

At CCW Berlin 2025, industry leaders discussed how AI-powered customer service and digital CX solutions are transforming business process outsourcing (BPO). The event highlighted the shift from traditional BPO models to flexible, digital-first CX strategies that reduce costs, boost sales, and improve customer satisfaction. Real-world success stories demonstrated the effectiveness of these strategies in driving business outcomes.

At the end of 2024, the yoummday team published the yoummday CX Report 2025. This exclusive and original report explores the trends and challenges facing executives as they plan their customer experience (CX) strategy for 2025. At the start of 2025, I chaired a discussion about the report, bringing together Brazil-based CX analyst and writer Mark Hillary with UK-based CX consultant Lian Rowlands. Together, we explored the key insights from the report and attempted to summarise what CX leaders should watch for in 2025. You can follow the links at the end of this article to read the complete report or listen to the analysts discussing the findings, but first, here are some of the key discussion points shaping CX in 2025.

AI-powered customer support is transforming CX, but human agents remain essential for complex interactions. Discover how to balance AI automation with human expertise.

For decades, outsourced customer service has remained largely unchanged. Business Process Outsourcing (BPO) providers continue to offer contact centre solutions, often priced using the Full-Time Equivalent (FTE) model. But in 2025, does this model still make sense?

This post discusses how traditional contact centres are being replaced by AI-driven CX platforms in 2025. It explains that these intelligent systems manage a large portion of customer interactions with remarkable speed and precision, offering benefits such as faster response times, 24/7 availability, and personalized experiences. The post compares this shift to the disruption in the financial sector, where fintech companies have outpaced traditional banks by leveraging advanced technology. It emphasizes that for businesses, adopting AI and automation in customer service is no longer optional but essential to remain competitive, reduce costs, and enhance customer satisfaction.

Where is the focus for customer experience (CX) going in 2025? What are company leaders really seeking when they ask a partner to help them manage and design their CX processes? One thing that is absolutely clear for 2025 is that nobody is looking for a company that will just manage their contact center. That ship has sailed.

At the recent younite CX2024 event we explored an important question around the way that artificial intelligence (AI) is changing the way we need to hire people to work in customer experience (CX).

As the year draws to a close I have been thinking about one of the most common questions people ask about yoummday - what is the difference between a CX platform and a business process outsourcing (BPO) solution?