DMG Consulting Releases Special Edition Report - 2025 CX Megatrends and Projections: Charting the Course for Excellence

Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services

What: Releases Special Edition Report, 2025 CX Megatrends and Projections: Charting the Course for Excellence

When: Today, 19 March 2025

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services, today released a special edition Report, 2025 CX Megatrends and Projections: Charting the Course for Excellence. The report examines seven megatrends driving fundamental changes in customer service organizations and shaping contact centers of the future. These megatrends set the stage for the strategic, operational, artificial intelligence (AI)/automation, and technical projections that enterprises can use to build their near- and long-term servicing and customer experience (CX) strategies and prioritize their technology investment roadmap.

The 2025 CX Megatrends and Projections: Charting the Course for Excellence report details seven megatrends fueling a much-needed wave of change in contact centers and customer service organizations. The underlying enablers of this transformation are AI technologies, with a current focus on generative AI (GenAI), which provide the means for these departments to be increasingly intelligent, interact more conversationally, and respond faster and better to the needs of their customers and prospects. AI empowers these organizations with data and automation capabilities to deliver the hyper-personalized experiences necessary to bridge the gap that has been an impediment to improving CX during the past few years. "To move forward, companies will need to replace their servicing infrastructure and supporting applications, necessitating a major investment of time, resources, and money," said Donna Fluss, President of DMG Consulting LLC. "Businesses should approach this opportunity by first creating a new servicing strategy, then build a tactical plan which identifies the systems and related processes and policies that must be updated to successfully deliver on the strategy."

The 2025 CX Megatrends and Projections: Charting the Course for Excellence report is intended for enterprise executives including: CX officers, contact center executives and leaders, chief operating officers (COOs), chief marketing officers (CMOs), chief sales officers (CSOs), chief revenue officers (CROs), chief information officers (CIOs), chief strategy officers, heads of digital transformation, AI leaders, heads of automation, and anyone else responsible for designing and managing the future of the organization currently known as the contact center or customer service department. This report provides a projections framework and operating assumptions to help executives plan and execute their CX transformation process in the AI era.

To order your copy of the Report, visit dmgconsult.com, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

DMG Consulting LLC
6 Crestwood Drive
West Orange, NJ 07052

Contact: Deborah Navarra
DMG Consulting LLC
516-628-1098
deborah.navarra@dmgconsult.com

About DMG Consulting LLC

DMG Consulting LLC helps clients achieve superior business outcomes and empowers organizations to provide optimized customer and employee experiences (CX/EX). Our comprehensive understanding of people and processes, along with our unparalleled technical expertise, shapes critical decisions for enterprises, solution providers, and investors. In today's AI-centric digital world, DMG Consulting is a proven and trusted advisor dedicated to the fast-evolving CX, contact center, and back-office segments. Learn more at dmgconsult.com.

This release was published on openPR.