AI-driven customer experience to shape business growth in 2025

GLOBAL communications platform Infobip projects that artificial intelligence (AI) will continue to play a central role in customer experience (CX) transformation, shaping how brands interactwith consumers. It said CX is expected to be a key driver of growth and customer loyalty in 2025. “Our latest predictions categorize emerging CX trends for 2025 into three key layers—infrastructure, application and customer experience,” said Cecile Perez Tizon, sales director at Infobip.

“Understanding how different generations, from boomers to zoomers, prefer to engage with brands will also help businesses refine their CX strategies.” As conversational AI adoption grows, the company said businesses will focus on enhancing security measures to ensure safe, seamless and personalized customer interactions. Infobip expects companies to explore large action models, enabling AI toexecute tasks with minimal human intervention.



Organizations are expected to integrate human oversight in generative AI systems to ensure message accuracy and relevance before finalizing customer interactions. Tizon said trust is the foundation of any successful customer relationship. Real-time analytics will also become essential in optimizing customer support and marketing.

Tizon said clean, structured data is critical. “Businesses must invest in strong data pipelines to maximize AI’s potential and enhance customer experiences,” he said. Infobip also predicts that rich messaging will become a vital CX channel, enabling brands to offer interactive and engaging experiences.

Consumers can seamlessly exchange photos, videos and messages without additional app downloads, while enterprises can streamline the customer journey from marketing to purchase and support. Telecom providers are also expected to benefit from RCS Business Messaging, expanding their role in CX. By 2025, autonomous AI agents will redefine customer interactions, improving efficiency and decision-making.

“The AI agent market is set for exponential growth,” Tizon noted, “providing businesses with smarter, more personalized customer engagement.” Infobip’s latest research underscored the importance of generational preferences in brand communication. At least 86 percent of all consumers expect targeted, relevant messaging, making personalized engagement strategies essential for businesses.

“Most consumers, regardless of age, want brands to engage with them conversationally, like a friend. This builds loyalty and enhances sales,” Tizon explained. However, brands must carefully tailor communications to resonate with each demographic.

/ KOC.