Contact centers will need more than just the bare minimum or bootstrapped solutions to survive and meet the needs of their customers.
The contact center industry is undergoing rapid transformation, driven by evolving consumer expectations and advancements in artificial intelligence (AI) technology. A 2024 survey conducted by Zoom and Morning Consult highlighted how consumer expectations continue to evolve, especially regarding customer service.
Older consumers were identified as being less brand-loyal…
There are three key trends that we saw develop in 2024 and which continue to evolve in 2025 that will shape the future of customer engagements. These are:
- Generational shifts in brand loyalty and patience.
- The expanding role of AI in customer experience (CX).
- The surging popularity of video chat and other support channels.
These trends are vital for contact centers to understand as they strategize throughout 2025 and for the coming years.
Trend #1: Consumer loyalty and patience are no longer universal traits
Overall, consumers are less brand loyal than they were three years ago when 26% of consumers in 2024 would leave a brand after one poor interaction, compared to 16% in 2022. Additionally, the Zoom and Morning Consult study exposed how customer expectations vary across age groups.
…consumers across all demographics look for simplicity and efficiency.
Here are a few key points:
- Loyalty is no longer guaranteed. Older consumers were identified as being less brand-loyal, challenging the assumption that longstanding customers are automatically retained.
- The report uncovered that 65% of Gen X are likely to switch to a competitor after one or two negative experiences. Compared to Gen Z at 48%, they are 7% more likely to abandon a brand entirely after experiencing poor service.
- Growing demand for fast and streamlined interactions. According to the report, older consumers prioritize issue resolution, thus making efficient problem-solving the cornerstone of their loyalty. 65% of Gen X expect their issue to be resolved in 20 minutes or less (SEE IMAGE 1), compared to just 42% of Gen Z.
- Similarly, consumers across all demographics look for simplicity and efficiency. For instance, 83% of all respondents rated “easy-to-contact” as a top expectation when contacting a business for support.
- Knowledgeable and accurate agents are key. While efficiency continues to be important, respondents also expect the agents they interact with to be knowledgeable about the issue and accurate when it comes to problem-solving. Of all respondents across all demographics, 82% expect agents to be knowledgeable, while 81% expect accurate resolutions.
Turning insights into actions
To address these generational shifts and increasing consumer expectations, contact centers should adopt these strategies tailored to all demographics:
- Use predictive analytics to minimize delays and optimize staffing.
- Implement intelligent call routing systems to reduce call transfers.
- Focus on resolution speed and efficiency in every interaction.
- Personalize interactions using customer data and AI-driven insights.
- Integrate omnichannel support, especially on social and chat platforms.
- Train agents in handling diverse expectations with empathy and efficiency.
- Use sentiment analysis to adapt communication styles during interactions.
Generational differences in loyalty and patience are reshaping how contact centers must approach CX. By leveraging data like this, businesses can foster lasting relationships with every demographic by integrating technologies that meet the needs of every customer.
Consumers still share concerns about integrating AI, including the perception that they will receive generic answers or inaccurate responses…
Trend #2: AI’s evolving role in CX
AI is fundamentally changing how contact centers operate, delivering significant benefits for agents, brands, and customers alike. The following key areas highlight AI’s growing impact on CX:
- Shifting consumer perception of AI. While Gen Z and Millennials are generally more positive towards AI being used in customer support (47% and 54%, respectively), only 40% of Gen X and 30% of Boomers maintain this sentiment.
- However, once the respondents were provided with more information on the benefits of AI in customer support and how it is used, those numbers increased.
- The positive sentiment among Boomers increased most substantially after reviewing the potential benefits of Al. These grew by 16 percentage points on the overall sentiment of Al in customer support, and 20 percentage points (SEE IMAGE 2) on the sentiment of a company after introducing Al in customer support.
- Consumers still share concerns about integrating AI, including the perception that they will receive generic answers or inaccurate responses, and that AI does not have the ability to solve complex issues. This showcases the need to educate consumers on the benefits of AI in solving common pain points in customer service.
- Enhancing efficiency and productivity. AI-first tools, such as virtual agent software and natural language processing systems, are helpful for streamlining repetitive tasks. These include responding to customer inquiries, answering FAQs, and assisting with basic troubleshooting.
- By handling these tasks, AI allows human agents to focus on more complex issues requiring empathy and critical thinking. Customers receive a benefit as well; 88% of respondents felt that chatbots would lead to faster resolution and shorter wait times.
- Improving agent collaboration and training. AI is playing an increasingly important role in workforce engagement by providing data-driven insights into agent performance.
- For example, sentiment analysis tools help gauge positive or negative customer opinions during interactions, enabling real-time adjustments to their approach. AI-powered coaching systems also deliver targeted feedback to agents, improving their skills and satisfaction over time.
Turning insights into actions
To maximize AI’s potential, contact centers should make these moves:
- Invest in scalable AI solutions that integrate seamlessly into existing workflows.
- Prioritize AI implementations that support human agents rather than replace them.
- Train agents to use AI tools effectively, ensuring they complement agent-delivered customer support.
- Educate consumers on the benefits of AI implementation and overall transparency on how AI enhances customer support.
Trend #3: Alternative support channels trend up
The phone continues to dominate as the primary support channel in 2025, but the rise of other channels, including (and notably) video chat, marks a significant shift in consumer preferences.
Metrigy CEO and principal analyst Robin Gariess noted in a CX Today webinar, “The Future of CCaaS: An Inside Look,” that “there is pent-up demand out there for video and screen sharing—97.2% of those surveyed would use either video or screen sharing, or both, in troubleshooting or consultative calls.”
This represents a monumental opportunity for contact centers to offer a richer, more personalized service experience. The report from Zoom and Morning Consult supports these findings as respondents overwhelmingly listed the capabilities of live video chat for customer support as having advantages.
For example, 88% of respondents identified showing the issue on camera as a major or minor advantage, while 85% felt similarly about the ability to record the session for future troubleshooting reference.
…the rise of other channels, including (and notably) video chat, marks a significant shift in consumer preferences.
These technologies also enhance problem-solving capabilities. Video chat is particularly effective for troubleshooting and guidance. Screen sharing capabilities allow agents to walk customers through solutions step-by-step, reducing frustration and improving first-contact resolution rates. This is especially valuable in technical support or product setup scenarios.
Turning insights into actions
To meet the growing demand for video communication, contact centers should take these steps:
- Integrate video chat and screen sharing options into their omnichannel strategies.
- Train agents to use video effectively, ensuring professional and empathetic interactions.
- Promote the availability of video chat to customers, emphasizing its advantages for complex issues.
Key takeaways for contact centers
The convergence of these trends—generational shifts, AI integration, and the rise of video chat—represents both challenges and opportunities for contact centers. By aligning with these trends, businesses can redefine customer engagement and solidify their competitive edge. Here’s how:
- Provide solutions that meet your customers where they are. Use data-driven insights to identify customer pain points and integrate technology that minimizes the risk of bad customer experiences. By understanding how different generations prefer to communicate, brands can meet the needs of every customer.
- Invest in AI to drive efficiency and empowerment. Embrace AI tools that assist agents in real-time, enhance training, and improve operational efficiency. These investments will deliver both immediate returns and long-term benefits in CX quality.
- Take an omnichannel approach by leveraging video chat and other communication channels as a CX differentiator. Video chat is no longer optional. Offering video communication as a standard support option can reduce resolution times, foster stronger customer relationships, and set contact centers apart from competitors.
By proactively addressing these trends, contact centers can thrive in the ever-changing CX landscape and build stronger, more resilient connections with their customers in 2025 and beyond.
