In the continued spirit of looking ahead to what we may see in 2025, I came across this interesting article that reminded me more of my time in the private sector. However, over the last year it was exciting to see so many CX focused efforts getting the spotlight in GovCon. I expect this will also continue to be the case this year. Some interesting topics featured in this article included the following:

1. Speeding up time to value with AI.
2. Moving from onboarding to “everboarding” to meet customer expectations.
3. The rise of AI-first, agentic solutions will drive fundamental strategy shifts in customer service.
4. The concept of digital twins – virtual replicas of customers built from vast amounts of data – will become a cornerstone of customer experience strategy.
5. The rise of emotionally intelligent avatars seems set to redefine customer interactions, bringing a new level of empathy to digital experiences.

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