Analysts Exploring the yoummday CX Report 2025
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.
The Rise of Generative AI in CX
It is clear that Generative AI (Gen AI) is advancing rapidly. Companies are shifting from broad Large Language Models (LLMs) to more focused applications, minimising waste and improving performance.
However, success with AI depends on robust data integration. Without high-quality data, AI cannot be effective. AI is no longer just assisting customers with simple tasks—it is also helping agents troubleshoot complex issues and is being incorporated into business applications, such as Microsoft Office tools.
A Shift to Outcome-Based Pricing
Traditional Full-Time Equivalent (FTE) pricing models are being replaced by outcome-based pricing, reflecting value rather than input.
This shift is largely driven by AI’s ability to handle basic customer queries, reducing the number of customer interactions requiring human agents. However, the inquiries that do reach human agents are more complex, requiring agents to have deeper subject matter expertise.
The Human Touch in the AI Era
Despite the dominance of automation, the human touch remains essential in many customer interactions. An effective AI strategy must ensure that:
• Automation resolves issues quickly, improving customer satisfaction.
• Customers can seamlessly transition to human support when needed.
The role of the CX agent is evolving—they are no longer just communicators but high-skilled problem solvers or “CX experts.” This shift requires better training and empowerment to handle complex queries effectively.
BPO Industry Transformation
Traditional BPO (Business Process Outsourcing) services have historically relied on contact centres as the core of service delivery. Almost all customer calls or messages were directed to contact centre agents, with pricing based on workforce size.
However, modern CX solutions require more than just human agents. Today, CX service providers must offer integrated technology solutions, leveraging automation, AI, and data-driven insights to enhance customer engagement.
Building Emotional Connections with Customers
As AI takes over simple customer interactions, companies have an opportunity to deepen customer relationships through more personalised, human-led experiences.
• AI resolves routine queries efficiently, freeing up human agents to focus on high-value interactions.
• Skilled agents can dedicate more time to creating meaningful connections, rather than rushing to close tickets.
Key Takeaways from the yoummday CX Report 2025
The yoummday CX Report 2025 highlights several key conclusions for CX leaders:
1. BPOs and CX service providers should be treated as expert partners, not just suppliers, as they offer valuable technology expertise.
2. CX solutions must be agile and scalable, as 3 to 5-year roadmaps are no longer realistic—flexibility is crucial.
3. Customisation is key—there is no one-size-fits-all solution for CX, as every company has different needs.
In summary, the balance between automation and human involvement remains critical, and strategic adaptation will define successful CX strategies in 2025 and beyond.
📢 Listen to the full discussion:
• 🎥 Watch on YouTube
• 🎙️ Listen to the CX Files podcast by Mark Hillary
📄 Download the full yoummday CX Report 2025
Learn more about yoummday’s agile approach to 21st-century sales and customer experience by contacting us.
