Customer Engagement Future Trends 2025

Our latest research has uncovered three key trends set to define the next 12 months from the view of marketers, and most importantly, how customers really feel about them:

1. AI

AI is primarily positioned as a way of increasing efficiency, helping teams do more with less—a crucial benefit when budgets are tight. But beyond cost-cutting, how can AI drive long-term marketing effectiveness?

We'll explore the extent to which AI is being leveraged to deliver meaningful outcomes, to help defend and grow marketing budgets.

2. Personalisation

Discover fresh insights on the gap between consumer preferences and marketers' approaches.

We'll reveal which channels truly deliver results when personalisation is done right, and how leading brands balance targeting with scale.

3. Sustainability

Marketers are increasingly recognising the negative environmental impact of digital advancements including AI and peronalisation. While they do believe that sustainability credentials impact customer loyalty, an element of green fatigue is kicking in.

Our research explores how marketers can sustain momentum for green initiatives amid the rapid expansion of digital channels, while maintaining consumer trust as cynicism around green messaging grows.

Book your spot to prepare for what's next, and:

• Gain evidence-based insights from marketers and consumers
• Explore actionable strategies backed by data
• Network with industry leaders

We look forward to seeing you there.

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