Throughout 2025, there has been a flurry of activity from industry analysts and business journalists, all attempting to predict the key business trends for the year ahead. Rather than adding to this sea of forecasts, we have been speaking directly with CX and Contact Centre leaders on the front line to understand the biggest CX challenges they are facing.

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We talked to organisations in various sectors, including retail, insurance, financial services and travel, and this white paper outlines our findings from these interviews.

• AI & Automation Adoption
• Cost Pressures & Budget Constraints
• Customer Expectations & Personalisation
• Omnichannel & Integration Issues
• Executive Buy-in & CX Prioritisation
• Fraud & Security Consideration