Hello all you CX stars,
Well, hasn’t 2025 sprung into action already? April is here – full of fresh energy, longer days, and (hopefully!) brighter weather. And speaking of bright, this month’s CX buzz is all about how businesses are lighting up their customer journeys with clever innovation, emotional intelligence, and a few bold moves you’ll want to hear about…
Here’s what’s making headlines in the world of Customer Experience and Service Excellence this spring 👇
🔥 Human-Centred AI is the CX Trend to Watch
Yes, we know AI’s been a hot topic for a while now – but this year, it’s all about humanising the tech. Smart brands are investing in AI that augments, not replaces their people. Think emotionally aware chatbots, predictive support tools, and AI that listens before it speaks.
💡 Service Tip: Train your teams not to fear AI, but to work with it. Tech does the heavy lifting; your people deliver the Purple Cow WOWs 🐄💜
💬 The Power of Voice: Why Talk is Making a Comeback
Despite the rise of text-based channels, 2025 has seen a surprising shift – voice is back. Customers are craving real-time, human conversation when it matters most. Companies that offer seamless transitions from bot to voice (and back again) are winning trust and loyalty.
📞 Takeaway Thought: When a customer’s emotion is high, their tolerance is low. A calm, confident voice can defuse a thousand frustrations in a heartbeat.
🎯 Journey Mapping Gets a Makeover
CX pros are refreshing their journey maps with emotion and intent at every touchpoint – not just process. It’s no longer enough to chart the steps; now we need to ask, “How do they feel here?” and “What are they really trying to do?”
🖍️ Action Idea: Revisit one key customer journey this month. Invite your frontline team to help you re-map it with hearts and minds in mind. They’ll know where the bumps are!
🧠 Employee Experience = CX Magic
No surprise here: happy teams = happy customers. But more companies are finally walking their talk when it comes to EX. We’re seeing a rise in micro-learning, real-time coaching, and reward schemes that celebrate behaviours, not just outcomes.
💜 FIT Philosophy Reminder: Service is a feeling. Let your people feel seen, valued and supported, and they’ll pass it on.
📢 CX Isn’t Just a Department. It’s a Culture.
Big brands (think: Airbnb, Virgin, Monzo) are making CX everyone’s job – from back office to boardroom. Cross-functional squads, shared CX metrics, and internal ‘customer councils’ are turning siloed teams into aligned experience warriors.
💥 Purple Cow Moment: Could you create a CX Champion Squad in your business? One rep from each team, meeting monthly to solve real customer problems? Trust us – it works.
🎉 And Finally…
As we head into Q2, let’s keep leading with heart, listening with intent, and delivering the kind of standout service that gets talked about (for all the right reasons).
Remember, ordinary is overrated – so go out there and be someone’s Purple Cow this month 🐄✨
With service sparkle,
Marie & the FIT Team
www.firstimpressiontraining.co.uk
PS – check out our newly launched Ultimate Customer Service Training Programme designed for entire teams to deliver world class, memorable experiences and keep your customers coming back for more time and time again https://www.firstimpressiontraining.co.uk/online-learning
