Glance, the leader in Guided Customer Experience (CX) software, has unveiled its annual trends report, "2025 CX Trends: AI and Human Empathy in the Hybrid Era." The report explores how businesses can blend cutting-edge AI technologies with personalized, human-centric customer care to meet evolving customer expectations and maintain loyalty.

In a rapidly changing CX landscape, where digital and human interactions intersect, Glance’s report equips organizations with actionable strategies to deliver exceptional experiences in 2025 and beyond.

1. Key Trends Shaping the Future of CX

• Predictive CX: AI-powered tools are revolutionizing CX by enabling proactive engagement through data analytics and machine learning, allowing businesses to anticipate customer needs before they arise.
• Authenticity: Human interaction remains critical for fostering trust and building deeper relationships, especially as customers demand a personal touch alongside AI-driven services.
• Trust and Transparency: In the age of AI, concerns about bias and data usage are driving customer expectations for transparency and ethical practices.

2. Creating Seamless Hybrid Experiences

• Hybrid Models in CX: Companies are adopting unified approaches that integrate digital and physical touchpoints, delivering consistent and seamless customer journeys across all channels.
• Success Stories: Leading enterprises demonstrate how combining AI-driven insights with human empathy enhances engagement and satisfaction.

3. The Role of Human-AI Collaboration

• Glance’s AI+Human Maturity Model™: A proprietary framework that helps organizations assess their current CX strategies and plan for future growth by blending AI capabilities with human expertise.

4. Metrics Aligned to Organizational Goals

• Tailored Metrics for 2025: The report emphasizes the need for CX metrics that align with broader business objectives, ensuring measurable outcomes that drive organizational success.

5. Why Human Empathy Remains a Competitive Advantage

• Consumer Preferences: A recent Five9 study revealed that 75% of consumers prefer interacting with real people despite the rise of AI in CX, underscoring the importance of maintaining empathy in customer interactions.
• Balancing AI and Human Touch: Organizations that skillfully combine these elements can achieve a competitive edge while addressing evolving consumer demands.

Glance’s "2025 CX Trends" report is an essential resource for CX professionals, digital transformation leaders, and industry innovators. It provides a roadmap for leveraging AI technologies without losing the human touch, helping businesses stay ahead in the competitive CX landscape.

By integrating predictive AI, fostering trust, and designing hybrid models, companies can redefine customer engagement while delivering empathy-driven, impactful experiences.