Forecasts Fashion Fools: 10 predictions for the future of customer contact

To celebrate our 10th birthday in 2025, we made 10 predictions about the future of contact centres and customer experience over the next decade.

While our anniversary campaign has officially come to an end, we wanted to keep those predictions available for posterity.

You can explore the full Forecasts Fashion Fools series here, or dive into each of our predictions individually:

1. Contact centres will become AI-first
2. Synthetic conversations will be mainstream by 2030
3. Outsourcing will become your change engine
4. Compliance will target memory, not just security
5. Memory will be the new currency
6. Hyper-personalisation and service anticipation will be non-negotiable
7. Tech giants will hijack your customer – and set the rules
8. Your customer data will testify against you
9. Two-thirds of seats will disappear
10. Geography won’t matter – cost and revenue will

We’d love to revisit these periodically to see how our predictions play out. And you’re more than welcome to come back and tell us what we got right – and what we got spectacularly wrong.