A large portion of the population spend maximum time online. Which means customer experience in the digital world is a priority. Multiple brands depend on the digital experience, digital brand reputation and the virtual word of mouth. Using artificial intelligence, automation and other strategies can help CX professionals focus on a new way of offering an improved digital customer experience. In this blog, we will discuss how customer experience can undergo innovation in 2025.
What is Customer Experience (CX) Innovation?
Customer experience is an ongoing process. Customer experience innovation is the application of new strategies, technologies, and processes that upgrades the experience at every touchpoint of a customer’s journey. It goes beyond improving satisfaction. It is about reimagining how customers interact with your brand.
It can involve:
- Using AI to personalize communications across touchpoints
- Creating emotional connections with customers at scale
- Actively monitoring potential pain-points that can lead to churn
- Streamlining digital experiences through automation
9 Ways To Innovate Your Customer Experience
Customer feedback can give you detailed analysis of what your users want. You can make changes irrespective of the size of business. Innovation in CX brings a positive outcome. Here are 9 ways to innovate customer experience in 2025:
1. Go omnichannel with Merren
If you want to know what your customers think, without waiting for days, this is where you use a smart CX tool.
Merren helps marketers collect customer feedback via the most popular messenger apps among users. These are WhatsApp messenger, Facebook messenger and RCS/SMS. Without any technical know-how, you can create pre-designed surveys, customize it and publish it in a few clicks.
This encourages active listening via omnichannel platforms where the feedback is always fresh and in-moment.
2. AI-integration
Merren uses AI-integration to curate smart surveys in a few clicks. Try this AI-survey builder and build surveys for your target audience.AI models of chat GPT.
Gemini, Microsoft copilot have made significant impact in a short amount of time. Their impact will only grow. AI-models can mimic human interactions (NLP) and offer curated solutions via smart chatbots.
- AI-integration for chatbots
AI-integrated chatbots can offer customized responses and assist customers when human-support is limited. This can provide instant, 24/7 customer support and reduce response times. The human agents can divert focus for more complex queries.
- AI-integrated feedback analysis
AI can analyze customer interactions, including tone, keywords, and sentiment. It can segregate human emotions under three categories: frustration, happiness and neutral. This integration can highlight priority areas that need urgent attention. Brands can understand emotions and adjust responses accordingly to close the feedback loop at the earliest.
- AI-driven customer insights
AI analyzes vast amounts of customer data to deliver personalized recommendations and product suggestions. Machine learning models analyze historical behavior to anticipate customer needs. Brands like Netflix use AI-driven A/B testing to determine “similar recommendations” for viewers. Brands can curate content tailored to individual preferences and proactively address pain points.
3. Automation
Customer experience automation can reduce manual effort when you scale a business. This will reduce errors and enhance efficiency. You can automate customer feedback surveys with Merren.
Customize a pre-designed survey and schedule it at touchpoint. All responses get collected over the CX dashboard in real time. This will reduce errors and batch processing of data (which should be redundant in a digitally driven world).
4. Self-service options
Around 81% of customers prefer self service options according to a market research survey. This includes steps for onboarding, smart chatbots, video tutorials, periodic webinars, brand-related community, FAQs and documents. Give your customers the options of resources on how they can navigate through a product or use a service. Offering a variety of accessibility options can reflect positively on customer satisfaction metrics.
5. Respond to reviews
Responding to customer reviews will never go out of style. When brands acknowledge feedback, it makes the customers feel valued. They are more than willing to participate in customer feedback surveys in the future. Here’s how brands can respond to customer testimonials:
- Address the comment directly. If it involves a customer’s personal details, direct them to a private channel.
- Be polite and appreciate their efforts for the review.
- If necessary, take accountability.
- Maintain a neutral tone especially for brands that have a lot at stake.
Most people view a brand positively after they have received an official reply from the brand. If your company is registered on Google Business, ensure that you respond to customers over Google reviews.
6. Social media support
As of 2024, there are more than 5 billion social media users. This means a vast majority of your customers are online. Users on X, TikTok and Instagram actively search for brands and leave product reviews in the form of texts and reels. To stay active on social media is now a necessity. Track brand mentions, conversations around the product and close feedback loop to maintain brand reputation. Here are the brands with exceptional customer experience in 2024.
7. Engage across customer journeys
There are many ways of engaging with customers across their product usage. Newsletters, occasional CSAT surveys and product upgrades can remind customers of the value your product brings for them.
It is natural for customer interactions to dwindle eventually especially when they regularly use your product/ service. Periodic interactions can capture sections that need attention and reinforce brand recall.
8. Offer subscription services
Subscription services ongoing relations and ensures predictable customer retention revenues. At this point, social media sites like Instagram, X have offered blue tick subscriptions where they offer ad-free social media usage with a verified account. This model is often used for software services and streaming services.
Subscription services are successful when people get more value on purchase over a free model. However, keep in mind the pricing models since people are bound to compare prices with competitors vis-a-vis the offerings.
9. Customize loyalty programs
Loyalty programs are popular with airlines. People get access to business lounges, seat upgrades, luggage upgrades and fast tracked customer service at airports. Loyalty programs encourage people to get “above-the-rest” services, prices and facilities. It makes them feel valued which in turn, ensures stronger customer-brand relationships.
Why is Customer Experience Innovation Important in 2025?
Customer experience innovation is no longer a trend—it’s the backbone of business differentiation and growth. Combine technology, feedback, personalization, and empathy to deliver memorable experiences that customers reward with loyalty.
Start by asking:
- What part of our current experience is broken?
- Where can we innovate to delight customers?
- How can we turn insights into action faster?
Here are some reasons why you need to innovate customer experiences in 2025 and beyond.
1. Maintaining customer retention is ongoing
How brands handle customer expectations can dictate customer retention rates (CRR). People value proactive customer support, personalized recommendations, and instant feedback mechanisms. This means when a customer gets a personalized experience at their preferred brand, they are highly likely to stay and promote the brand via word of mouth. This exercise increases customer lifetime value.
2. Customers dictate business growth
Customer satisfaction metrics such as Net Promoter Score survey, customer satisfaction score and customer effort score take feedback on a numerical scale. However, how you close the customer feedback loop with that information can have an impact. Happy customers are more likely to have a repeat purchase. Improving customer experience can improve revenue growth by 10-15%. Apple’s Net Promoter Score survey generated $25 million additional revenue from potential detractors
3. Leverage competitive advantage in a world full of options
Multiple brands with the same offerings can have completely different experiences. This is the sole reason why customers switch brands with a single negative experience. Exceptional innovation, or even a humanized experience can change how people perceive the brand. Innovation is not necessarily technology but it also includes how humanized a service can get.
Zappos, a popular shoe brand, assisted a customer for 9 hours 10 minutes to find the right pair for their wedding.
4. AI and automation is seeping in across industries
Artificial intelligence can handle a massive number of interactions across channels. This means customers now expect seamless, intelligent interactions. AI can be used to curate conversations via chatbots, map customer interests on websites and emotional metrics during customer feedback surveys. There are times where a trained AI can solve problems even before a customer support executive can be available.
AI-driven tools are now necessary to handle work volumes, capture customer sentiments and analyze feedback in real time without manual delays. In a world where digital reputation is important, AI-driven tools can anticipate customer needs.
5. Customers expect omnichannel presence
The Gen Z population (individuals born between 1997 and 2012) have different consumption habits than the previous generation. They spend most of their time on Tiktok, Instagram, Twitter and messaging applications. They also make up a large number of customer base for new-age brands. In this case, a multi-channel presence can capture experiences across various emotionally-charged touchpoints (social media conversations).
Millennials might prefer WhatsApp, Meta messenger and emails for communication. Catering to various target demographics can turn customers into brand advocates.
Innovate CX with Merren
Sign up for a 14 day free trial and discover how you can collect instant customer feedback with popular messenger tools. Automate manual tasks and focus on what is most important to you- your customers.