Rob Scott
As we wrap up another transformative year in technology, we’ve gathered insights from leading experts across Unified Communications, Customer Experience, and Extended Reality to understand what 2024 has in store. Here are six key predictions that will shape the industry landscape:
1. AI Becomes Table Stakes in UC
“Generative AI will become table stakes for every major vendor. Things like meeting summaries, email composition and chat compose will all be staples of UC”
predicts Patrick Kelly from Zoom. Features like translation and transcription will no longer be nice-to-haves but essential components of every vendor’s offering.
2. Rise of Agent AI in Collaboration
John Arnold of J Arnold and Associates foresees the emergence of “agent AI” in collaboration spaces:
“We can each have our own personalized assistant who can handle tasks end to end without human intervention. It’s like having a personal secretary to do all of your day-to-day workflow items automatically.”
3. Emotional Intelligence Takes Center Stage in CX
Michael Fauci from Aryan Research highlights the evolution of emotional AI:
“In 2025 we’ll see a new focus on empathy-driven interactions designed to build trust with customers. Large behavior models will recognize emotional cues, making customer experience feel more personal, empathic and effective.”
4. Voice Channel Renaissance
“CX leaders will shift their focus to voice as a channel,” says Rebecca Wetterman from Valoir.
“With all the momentum around AI and digital interactions, it’s easy to forget that voice is the preferred channel for many and a great way for brands to build empathy and loyalty.”
5. Data Foundation Becomes Critical
Martin Schneider from Constellation Research warns about AI implementation without proper data infrastructure:
“Companies are gonna maybe get a little ahead of themselves, and we’re gonna hear a couple really big failure slash horror stories among some big companies when they inject this into their CX initiatives without really thinking ahead.”
6. XR and AI Convergence
Roger Rohacki introduces new concepts:
“In 2025 we will see the rise of AXR and GXR – Agent Extended Reality and Generative Extended Reality. These aren’t just static characters, but they’ll be dynamic AI-driven entities that adapt in real time to users’ behaviors, preferences and even emotions.”
Looking ahead to 2025, we’re seeing a clear convergence of AI, human-centric design, and practical business applications across all technology sectors. The focus is shifting from pure innovation to meaningful implementation that delivers real value to both enterprises and end-users.
As we conclude this year’s prediction series, I’d like to extend our warmest wishes to all our readers, customers, and partners for a prosperous 2025. The technology landscape continues to evolve at an unprecedented pace, and we look forward to navigating these exciting changes together.
Remember to stay tuned to Today Digital’s publications for ongoing coverage of these emerging trends and technologies throughout the coming year.
