Customer Service and Contact Centre Trends Blog

Unveiling Customer Service & Contact Centre Trends

Trends 2025

Unveiling the top 3 customer service trends and 10 contact centre trends on the road to 2025

A guest blog of our partner Sinch


Every year, a number of tech trends emerge, reshaping the landscape and demanding attention. From the surge in generative AI to Apple's embrace of RCS and the rapid expansion of conversational use cases, 2023 was a whirlwind in customer communications. And as we are already on the road to 2025, the momentum shows no signs of slowing down.


Adapting to the evolving expectations of modern consumers presents a formidable challenge for businesses aiming to enhance their customer experience (CX). As if understanding all these emerging trends wasn’t enough already...


Why does CX transformation pose such a challenge? It's not just about meeting a moving target; it's about creating meaningful engagements that address customer needs and deliver value throughout their journey with brands.


Let’s stay positive: with the emergence of new channels, technologies, and shifting consumer preferences, businesses are presented with significant opportunities to differentiate themselves through CX initiatives. Of course, as a result, there's a competitive race to capture the attention and loyalty of customers.


So, let’s navigate this dynamic landscape together and tap into the insights. Join us as we unveil the key customer service trends to watch out for this and next year.

In 2023, Generative AI, particularly Large Language Models (LLMs), emerged as a major topic of discussion, offering promises of enhanced customer experiences, automation efficiency, and improved data insights within the Communications Platform as a Service (CPaaS) landscape. As companies increasingly recognise its potential, the integration of generative AI with CPaaS technologies is opening up new business opportunities. However, as the Gen AI race intensifies, the focus shifts from the technology itself to delivering tangible business value. Providers are advised to address business needs and solutions instead of simply offering the technology, as many platforms now provide similar capabilities.

Trend 2

The Network as a Service opportunity

In 2024, Network as a Service (NaaS) is anticipated to experience increased adoption, particularly focusing on silent verification and fraud mitigation.


Through the CAMARA initiative, a collaborative effort involving the Global System for Mobile Communications Association (GSMA) and prominent cloud industry bodies like the Linux Foundation/CNCF, telecommunication operators are facilitating easier access to their network capabilities for third-party entities via APIs. This initiative unlocks fresh revenue streams for both telcos and the CPaaS providers that leverage these network APIs.


Enterprises recognise the tangible benefits of utilising silent verification and other network APIs offered by operators to combat fraud and enhance customer experience. A resurgence of mobile network operators in the CPaaS customer journey is anticipated this year. Leveraging data and network APIs, mobile operators can still empower enterprises to combat fraud and safeguard end-users. The NaaS initiative serves as a means to foster greater trust throughout the customer journey.

Trend 3

Conversational channels and cross-channel engagement

Conversational channels will continue to dominate as consumers seek real-time interactions with businesses. The growth of the Messageverse, encompassing various messaging platforms like WhatsApp, RCS, and Facebook Messenger, will surpass that of the Metaverse in terms of user engagement. WhatsApp, for example, witnessed a significant surge in usage, particularly in India (586 million users), Brazil (148 million users), and the U.S. (98 million users). With over 50 million businesses jumping on the WhatsApp Business bandwagon, the trend towards conversational channels for customer service is expected to persist.


Contact Centre

Tackling customer service challenges with modern contact center solutions

The landscape of contact centres is rapidly evolving, driven by technological advancements and shifting customer expectations. However, amidst this rapid evolution, contact centres are facing numerous challenges in meeting the ever-growing demands of customers. These challenges include maintaining consistency in customer experiences across channels, adapting to changing customer preferences and expectations and ensuring data privacy and security in an increasingly interconnected world.


Embrace the trends

Embracing these trends and leveraging comprehensive CPaaS solutions can propel contact centres into the future, offering omnichannel support and personalized experiences to customers wherever they are.

Delivering professional customer service is paramount to ensuring customer satisfaction and loyalty, and effective communication is key. Sinch has the perfect tools to make that happen, and KPS brings the expertise to implement and use the tools in the most effective ways. For more than three years as partners, KPS and Sinch have consistently delivered positive outcomes to customers, including Harrods, Elkjøp and Mirka

As experienced Sinch implementation experts, KPS teams are delighted to assist companies in their pursuit of exceptional customer service and contact centre excellence.

Contact us

Contact the KPS experts to take your customer service to the next level

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Teemu Niskanen | Senior Manager at KPS Nordics

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    Customer Services, Contact Centres

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