The Future Scenarios of CX Service & CX in 2025

Let’s Reset Customer Service with the CX Future Scenarios 2025

Making decisions in an age of chronic uncertainty.


In the wake of the pandemic, Oracle has worked with The CCA (Contact Centre Association) and supporting contributors, to accelerate a progressive programme of CX future scenarios. The purpose of these future scenarios sessions is to collaborate about what we know, challenge some assumptions, confirm successes, and take away some real-time nuggets to help nudge your own brands to a better future as we navigate our way out of and seize opportunities from a difficult and disruptive period.

The CX Future Scenarios report contains the following chapters:

·       Chapter 1 - A Matter of Perspective: Shifting Customer Expectations

·       Chapter 2 - ICYMI - Our World of Work is Changing

·       Chapter 3 - Let's Talk About Leadership...

·       Chapter 4 - #Reset - Customer Service in 2025  

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Oracle contributors include  
Emma Sutton, Chief Customer Officer, EMEA Consulting, Business Transformation
Caoimhe Maxwell, CX Strategy Director for Service, EMEA
The CCA spokesperson
Anne Marie Forsyth, CEO
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