SurveySensum Identifies 5 CX Trends Shaping 2025

27th December 2024, New Delhi: SurveySensum, a leading customer experience (CX) management platform in Asia, has announced its latest Top 5 CX Trends for 2025 report. The research is based on insights from over 2,500 Indian customers across regions, income, age groups, and industries including B2B, SaaS, Telecom, automotive, etc. The study shows a key shift toward more personalized, empathetic, and transparent customer interactions, offering valuable insights for businesses looking to enhance their CX strategies in 2025.

“In 2025, the customer experience landscape will undergo a fundamental upheaval, making it critical for organisations to create meaningful and long-term relationship via a deep understanding of evolving consumer needs. Listening to consumers is critical for organisations to build long-term success and trust in any industry, says Rajiv Lamba, SurveySensum’s Founder and CEO. “As CX advances, organisations that prioritise real-time, data-driven insights will not only satisfy but anticipate consumer expectations, influencing industries worldwide. Crucially, businesses must first understand their customers’ demands before leveraging technology to improve their experience, rather than the other way around.”

 5 CX Trends for 2025 :

The Power of Personalisation and Empathy Personalisation is not just a preference, but a key driver of customer satisfaction and loyalty. However, concerns about data privacy remain a major barrier to building trust. To build meaningful relationships, businesses must balance between offering personalized experiences and respecting customer privacy.

Research reveals that 74% of consumers prefer brands that personalize their offerings, yet 57% feel they aren’t receiving this level of customization. This gap presents a critical opportunity for businesses to stand out. While 87% of marketers believe personalization supports business continuity and 51% report increased sales through hyper-personalized interactions.

Balancing Automation with Human Touch While businesses are expanding their investment in self-service platforms such as chatbots and virtual assistants, a sizable 76% of consumers still prefer human interaction for difficult or sensitive situations. The report cautions against relying too much on automation, stating that if technology completely substitutes human help, trust would suffer. To create consumer trust, the most effective CX initiatives will prioritise a combination of AI-powered self-service and easily available human help. 47% of customers claim poor interaction quality with AI systems, while 30% think it takes more effort to communicate with chatbots.

Trust and Transparency are Paramount The study emphasises that trust is the most important driver of advocacy, even more so than speed or affordability. 65% of consumers prioritize trust in the information provided by companies. Clear, honest, and reliable communication is crucial, particularly in post-purchase support and product quality. 43% of customers reported facing communication issues when interacting with brands, indicating low customer trust in brand communications. Being transparent about how customer feedback is used and how services are delivered enhances organizational trustworthiness.

The Evolving Voice of the Customer Traditional feedback channels are proving to be less effective, as only 22% of customers provide direct feedback to companies after a negative experience. Businesses are now urged to monitor diverse channels such as social media and third-party review sites to capture a fuller view of customer sentiment.

Need for a seamless omnichannel experience. Further, the study highlights the need for seamless omnichannel experiences, where 65% of customers report having to start their journey from scratch when switching between channels

As consumer expectations evolve, businesses that embrace these CX trends will be better positioned to boost satisfaction, loyalty, and long-term growth.

Future Sports Stars Start the Journey to the Games of the Future

27 December 2024, Hong Kong: The results are in from the latest Games of the Future (GOTF) Majors and GOTF Minors, as the new generation of phygital sports athletes prove themselves in the fight for a place at next year’s Games of the Future tournament in the UAE. Organized by the World Phygital Community (WPC), these events continue to push the boundaries of traditional sports by uniting athletes from diverse backgrounds and showcasing the incredible potential of phygital competition, a brand-new category of sports where the athletes play both physical and digital versions of the same sport.

 The GOTF Minors concluded on November 30th, 2024, featuring teams that participated in tournaments within a country. The winners from these GOTF Minors will also participate in the GOTF Majors, alongside other GOTF Minor winners, for a chance to compete at the Games of the Future 2025, taking place in the UAE. The GOTF Majors will run until January 30th, 2025.

 The journey to the Games of the Future 2025 in the UAE begins with the GOTF Minors. Here are a few standout results from some of the GOTF Minor finals:
• Belgrade, Serbia: Phygital Dancing – Katarina Kuburović triumphed over Tijana Ivanov with a score of 2 – 0
• Urgench, Uzbekistan: Phygital Football – Shavat edged out Hazorasp 9 – 8 in a nail-biting final
• Yaoundé, Cameroon: Phygital Basketball – BBC lost 9 – 21 to the Warriors in a dominant display

 The winners from all the GOTF Minors have then progressed through to the GOTF Majors, which are currently underway. Over 164 applications from WPC members have been submitted to host GOFT Majors, with some already completed including Uzbekistan, Armenia, Cameroon, Oman, Russia and Serbia, having led the way in this pivotal stage. The Omani Committee for Games and Electronic Sports made history as the first WPC member to host a compliant GOTF Major, setting a new benchmark for future events.

 The GOTF Majors have taken the excitement to new heights, with intense matches captivating audiences worldwide. Here are a few standout results from some of the GOTF Major finals:
• Armenia: Phygital Basketball – EREBUNI secured a narrow 34 – 30 victory over WIN 3
• Oman: Phygital Football – JR Style outmaneuvered Fearless to claim an 8 – 4 win
• Russia: Phygital Shooter – Liga Pro Team was defeated by Donstu Esports with a commanding 11 – 20 score

René Fasel, Board Director of the World Phygital Community highlighted the dedication shown by WPC members around the world: “The GOTF Majors and Minors have not only spotlighted exceptional talent but also brought together a vibrant, passionate global community that is redefining competitive sports. These tournaments embody the spirit of innovation and teamwork that drives phygital sports forward. As we look toward the Games of the Future, we are witnessing the dawn of a new era in sports, one that seamlessly bridges the digital and physical worlds and promises to inspire athletes and fans worldwide.”

The journey to the Games of the Future 2025 in the UAE exemplifies the transformative potential of phygital sports. Each tournament strengthens the bonds within a global community, showcasing how innovation and collaboration are redefining the future of competitive sports.

Living in Harmony Balancing Material Success and Spiritual Growth in Plotted Communities

By-Mr. Gaurav K Singh, Managing Director & Founder, Womeki Group

In today’s fast-paced world, the pursuit of material success often dominates our lives, shaping our choices and driving our ambitions. Nowhere is this more evident than in the rapid expansion of plotted communities, where modern infrastructure and luxurious amenities cater to the growing aspirations of individuals and families. These communities offer convenience, security, and an elevated standard of living, becoming symbols of progress and achievement. Yet, amid this pursuit of material well-being, there is a growing awareness of the need for spiritual growth—a reminder that true fulfillment comes from nurturing both the external and internal dimensions of life.

Plotted communities, designed to cater to modern lifestyles, are typically defined by their structured layouts, expansive homes, and a host of facilities that cater to physical comfort and social engagement. However, the demands of maintaining such a lifestyle often lead to a focus on work, financial stability, and material accumulation, sometimes at the expense of inner peace and spiritual well-being. As a result, residents may find themselves caught in a cycle of constant striving, with little time for self-reflection or personal growth.

Balancing material success with spiritual growth in these communities requires a conscious shift in priorities. While material success offers security and comfort, spiritual growth fosters resilience, empathy, and a deeper sense of purpose. The challenge lies in integrating these two aspects seamlessly within a community structure that supports both individual and collective well-being.

Plotted communities can serve as fertile ground for this integration. By fostering environments that encourage mindfulness and connection, they can promote a holistic lifestyle. Spaces dedicated to meditation, yoga, and communal gatherings can transform these communities from mere residential zones into nurturing ecosystems where residents thrive both materially and spiritually. The presence of parks, walking trails, and serene natural surroundings further enhances this balance, offering residents the opportunity to reconnect with nature and, in turn, themselves.

Moreover, fostering a sense of community is essential in promoting spiritual growth. In a world where digital connections often replace personal interactions, plotted communities have the potential to revive the lost art of meaningful human connection. By encouraging neighborly interactions, shared celebrations, and collective service initiatives, these communities can build a sense of belonging and mutual support, creating an environment where both material and spiritual needs are met.

Ultimately, the true success of plotted communities lies not just in their architectural design or material offerings but in their ability to nurture the human spirit. When residents find harmony between their external achievements and internal growth, they cultivate a life that is not only successful but also deeply satisfying. In this balanced state, plotted communities can become more than just places to live; they can evolve into sanctuaries where material progress and spiritual enrichment coexist, allowing individuals to lead truly fulfilling lives.

The Resilient Transformation of Real Estate: Insights into 2024 and the Path to 2025

By-Mr. Gaurav K Singh, Founder & Managing Director, Womeki Group

The real estate industry in 2024 has experienced a period of cautious optimism as it navigates through a landscape shaped by global economic trends, technological advancements, and evolving consumer preferences. This year, the sector has shown resilience despite challenges, reflecting a balancing act between addressing economic uncertainties and leveraging opportunities presented by innovation and changing market dynamics. As we look ahead to 2025, the trajectory of the real estate industry appears poised for further transformation, driven by key trends and emerging shifts.

In 2024, the industry has grappled with the lingering effects of post-pandemic economic adjustments, fluctuating interest rates, and inflationary pressures. These factors have contributed to a more measured pace of growth, with developers and investors taking a cautious approach to expansion. The residential real estate market, in particular, has been shaped by affordability concerns, as rising construction costs and tight housing supply continue to impact pricing. First-time homebuyers have faced significant barriers, prompting governments in various regions to introduce policies aimed at improving accessibility and affordability. Meanwhile, the rental market has seen sustained demand, fueled by younger generations delaying homeownership and opting for flexible living arrangements. Urban areas have witnessed an uptick in demand for rental properties, especially in regions experiencing a revival of office work and hybrid arrangements.

On the commercial front, 2024 has been a year of adaptation and redefinition. The office sector, while still recovering from the pandemic-induced remote work shift, has seen renewed interest in flexible and collaborative workspaces. Employers have sought to create environments that foster innovation and employee engagement, balancing in-office and remote work preferences. The retail real estate segment has embraced omnichannel strategies, integrating brick-and-mortar spaces with e-commerce platforms to enhance customer experiences. Industrial and logistics properties have continued to thrive, driven by the e-commerce boom and the need for efficient supply chain networks. Warehousing and distribution centers remain in high demand, particularly in proximity to major urban hubs.

Sustainability and technology have emerged as pivotal drivers in the real estate industry in 2024. Developers and investors have increasingly prioritized green building practices, recognizing the importance of energy efficiency and environmental responsibility. The integration of smart technologies, such as IoT devices and AI-powered systems, has enhanced property management,

improved energy consumption, and elevated tenant experiences. PropTech innovations have played a transformative role, enabling virtual property tours, streamlined transactions, and data-driven decision-making. These advancements have not only enhanced operational efficiency but also catered to the preferences of tech-savvy consumers and investors.

As the industry transitions into 2025, several trends are expected to shape its landscape. One of the most significant influences will be the continued focus on sustainability. Governments and regulatory bodies are likely to implement stricter environmental standards, pushing developers to adopt sustainable practices and innovate in areas such as renewable energy integration and carbon-neutral construction. The rise of green financing options will further incentivize eco-friendly developments, aligning with global efforts to combat climate change. This shift toward sustainability is anticipated to redefine property valuation metrics, with energy-efficient and environmentally conscious buildings commanding higher premiums.

Technology will remain a driving force in 2025, with advancements in AI, blockchain, and virtual reality reshaping how properties are bought, sold, and managed. Blockchain technology is expected to gain traction in streamlining real estate transactions, enhancing transparency, and reducing fraud. Virtual reality and augmented reality tools will continue to revolutionize property marketing, providing immersive experiences for potential buyers and tenants. Smart cities and connected communities will gain prominence, integrating real estate developments with cutting-edge infrastructure and services to enhance urban living.

Demographic shifts will also play a crucial role in shaping the industry in 2025. Aging populations in developed markets will drive demand for senior housing and accessible living solutions, while younger generations will influence trends in co-living spaces and urban revitalization projects. The ongoing urbanization trend in emerging markets is expected to fuel demand for affordable housing and mixed-use developments, creating opportunities for investment and growth. However, geopolitical uncertainties and economic volatility could pose challenges, requiring stakeholders to adopt agile strategies and risk mitigation measures.

As the sector moves into 2025, it is poised to embrace transformative changes driven by sustainability, technology, and evolving demographics. Stakeholders who prioritize innovation, adaptability, and a long-term perspective will be well-positioned to navigate the complexities of this dynamic industry and capitalize on the opportunities that lie ahead.

New Year’s Special: Yeh Jawaani Hai Deewani Returns to PVR Inox Cinemas on January 3rd, 2025

National,27th December,2024 : PVR INOX, India’s largest and most premium cinema chain, is bringing back one of Bollywood’s most cherished films, Yeh Jawaani Hai Deewani, to theatres on January 3rd, 2025 across 140 PVR INOX Cinemas in 46 cities. This iconic film, which broke box office records and won millions of hearts upon its release in 2013, is set to dazzle audiences once again, offering an unforgettable cinematic experience for fans old and new.

The re-release follows the success of another Dharma Productions film, Kal Ho Naa Ho, which was re-released on November 15th, reaffirming the growing popularity of bringing beloved classics back to the big screen. These re-releases have become a defining strategy for PVR INOX, as they unite generations—introducing Gen Z and Gen Alpha to iconic stories while giving older audiences a nostalgic trip down memory lane. Hits like Rehnaa Hai Terre Dil Mein and Rockstar have further cemented the box office potential of this trend, making re-releases an integral part of contemporary cinema programming.

“2024 has been a year of both, mega blockbusters and thoughtfully curated re-releases”, said Niharika Bijli, Lead Strategist at PVR INOX. “At PVR INOX, we carefully analyze and research potential re-release titles to ensure they resonate with audiences. Yeh Jawaani Hai Deewani is a prime example of such a film. Ayan Mukerji’s masterful storytelling sets the perfect tone, making it a timeless repeat watch, with emotions that transcend all barriers. We are thrilled to bring this film back to the big screen and eagerly anticipate the audience’s reaction.” said Niharika Bijli, Lead Strategist, at PVR INOX Ltd.

Karan Johar, Producer, expressed his excitement, saying, “Yeh Jawaani Hai Deewani holds a special place in the heart of Dharma Productions. The film has great music, stunning locations, some of our most loved actors, and a story that resonates across all generations. It’s just the perfect film to start the new year. The film leaves you with a warm, fuzzy feeling about life. We can’t wait to see how Gen Z feels about watching it as adults on the big screen while millennials join in, singing along and repeating all the dialogues before the actors do.”

Reflecting on the film’s re-release, Director Ayan Mukerji shared, “This movie feels like my second child, a part of my heart and soul. More than a decade later, I can confidently say that creating it was one of the greatest joys of my life. What we accomplished, despite its perfections and imperfections, remains a source of immense and lasting pride for me.”

With unforgettable tracks like “Badtameez Dil” and “Kabira” and moments that have defined a generation, Yeh Jawaani Hai Deewani promises to reignite the joy and passion it brought to audiences during its initial release. Whether you’re revisiting cherished memories or experiencing the film for the first time, this re-release promises an extraordinary cinematic treat.

Dharma Productions and UTV Motion Pictures present, directed by Ayan Mukerji and produced by Hiroo Yash Johar & Karan Johar, co-produced by Apoorva Mehta – Yeh Jawaani Hai Deewani remains a cultural touchstone even after a decade. With stellar performances by Ranbir Kapoor, Deepika Padukone, Kalki Koechlin, and Aditya Roy Kapur, the film is celebrated for its heartwarming narrative, memorable dialogues, and chart-topping music. It’s a story of friendship, love, and self-discovery that has stood the test of time and continues to inspire countless fans. Don’t miss the chance to relive the magic of Yeh Jawaani Hai Deewani at a PVR INOX near you starting January 3rd, 2025. Celebrate friendship, dreams, and love on the big screen once again.

Step Into a Winter Wonderland at KidZania India this Winter

Delhi, 27th December 2024: The joyous holiday season is here, and KidZania India is thrilled to invite families to embark on an extraordinary Christmas adventure like never before. From December 21, 2024, KidZania Delhi NCR is transforming into a spectacular Winter Wonderland, blending the festive charm of Christmas with the thrill of scientific exploration, creativity, and fun-filled activities.

 This year’s Winter Wonderland is more than just a celebration—it’s an experience that promises to ignite curiosity, inspire creativity, and create cherished memories for families and children alike.

Snowy Science Wonders & WorkZhops
At the heart of Winter Wonderland lies the Snowy Wonders Lab, where science meets holiday magic. Visitors can participate in engaging experiments like Instant Snow Making, the awe-inspiring Erupting Snow phenomenon, and the mesmerizing Melting Xmas Tree demonstration. These activities are designed to spark curiosity and bring the festive spirit to life in innovative ways.

 For those who love crafting, the Kool Winter WorkZhops offer a range of science-themed DIY projects. Families can create Christmas Bath Bombs, build Snow Terrariums, and design dazzling Battery-Lit Christmas Trees. These hands-on workshops combine creativity and discovery, ensuring a fun-filled experience for all.

 Fun & Games for Everyone
No celebration is complete without games, and Winter Wonderland has plenty to offer! At the Main Square, children can try their hand at Pin the Snowman, where knocking down snowman-themed glasses earns exciting vouchers. For those seeking a frosty challenge, Snowman Golf invites participants to aim for the snowman’s mouth and win prizes with the fewest shots.

 Exclusive ActivationZ
Winter Wonderland also features special activations for every age group. The DOMS League of RightZ offers creative activities such as Gingerbread Decoration, writing Letters to Santa, and crafting Glittering Snow Dough masterpieces.

 Amiown brings festive cheer with Xmas crafts, Kool games, the FreeZe Dance Challenge, and engaging activities like Ring the Reindeer, Feed the Reindeer, and the Candy Cane Maze. Meanwhile, Frooti Activation adds a touch of sustainability with eco-friendly crafts and games, and Smoodh Activation promises sweet surprises through exciting games and prizes.

 At the Art & Craft Studio, guests can design and take home their very own snowflake wall hangings. The DOMS Painting Studio invites visitors to create stunning Christmas wreaths using the unique spatter painting technique.

 In-House Establishment Activations
At the Jewellery Shop, children and families can craft vibrant bead bracelets inspired by festive colours. Meanwhile, the Ztyle Salon and Spa offers a delightful experience with Snowman Nail Art, where guests can either learn to design their own festive nail art or enjoy a pampering session.

 ActZ & Performances
Experience the holiday spirit through the Xmas Parade & Carol Singing. Join the parade, sing along to your favorite carols, and spread the joy of Christmas with family and friends. These performances promise to make the season truly unforgettable.