CX Week 2025 Recap: Real Stories & Trends Shaping Customer Experience
On February 20, 2025, we hosted the CX Week Webinar, "Improving Customer Experience, One Customer at a Time: Industry Trends and Real Hard-Hitting Stories." As part of CX Week 2025, this session brought together industry veterans and CX experts to talk about what’s changing in customer service and the real struggles businesses face in keeping customers happy.
The Power of Experience: Stories & Trends
Customer experience is something that businesses talk about all the time, but what does it actually look like in practice? During the webinar, two speakers shared their unique perspectives: Jonathan Kiat from Zendesk, who laid out the key findings from Zendesk CX Trends 2025, and Peter Tan, General Manager of Cinta Sayang Golf Resort, who brought the realities of hospitality service to life through real stories.
Jonathan walked us through where the industry is headed—how customer expectations are shifting and how businesses need to adjust if they don’t want to fall behind. Peter, on the other hand, had a different approach. He didn’t come with charts or predictions; he came with moments. Stories of guests walking into his resort, some delighted, some furious, and how his team turned those interactions into relationships that lasted long after checkout.
The Human Side of CX – Lessons from Hospitality
Peter started with a simple truth: people remember how you make them feel. He recounted a particular evening when a guest checked in late, exhausted from a long journey, only to find their booking had an issue. The guest was understandably frustrated, and tensions were rising. But instead of focusing on policy or finding someone to blame, Peter’s team focused on the guest.
"Customers remember how you made them feel, not just what you did for them. A small, thoughtful gesture can turn an average experience into a memorable one."
They immediately set up a temporary solution—a complimentary meal, a cozy space to relax while things were sorted out. That guest not only stayed for the night but ended up becoming a frequent visitor, praising the resort’s service in reviews and personal recommendations.
Peter emphasized that customer experience isn’t about avoiding mistakes—it’s about how you recover when they happen. In hospitality, it’s often the little things that turn dissatisfaction into loyalty.
AI in Customer Experience: A Tool, Not a Replacement
While Peter focused on the human touch, Jonathan Kiat brought in the tech perspective. AI is changing customer service in big ways, from chatbots that handle routine queries to predictive analytics that help businesses understand what customers need before they even ask. But he was quick to make one thing clear:
"AI isn’t here to replace your customer service team—it’s here to enhance their ability to deliver seamless, meaningful experiences. The right tools can help businesses stay ahead of customer expectations."
Jonathan explained how AI can take care of repetitive tasks, freeing up human agents to focus on more complex and meaningful conversations. He described a retailer that used AI to anticipate customer complaints before they even reached out. If a shipment was delayed, the system would automatically send an update and offer a discount or an alternative solution. Instead of waiting for customers to get frustrated and complain, the business stayed ahead of the problem, creating a smoother experience overall.
Keeping Up with Customer Expectations
One of the biggest themes of the discussion was how much customer expectations have changed. People want fast responses, personalized interactions, and easy self-service options. If a business fails to provide that, customers won’t hesitate to take their business elsewhere.
"The brands that win in customer experience are those that listen, adapt, and consistently go the extra mile."
Peter and Jonathan both agreed that businesses need to be proactive, not just reactive. Whether it’s through technology or human interaction, the key is to make customers feel valued. That means training staff to be empathetic and understanding, using AI to anticipate problems, and always looking for ways to improve the experience.
Wrapping Up
The CX Week Webinar was a reminder that great customer experiences aren’t just about efficiency—they’re about making real connections. Whether through small gestures that make a guest feel welcome or AI tools that anticipate needs before they arise, businesses that focus on their customers will always have the edge.
Missed the webinar? Stay tuned for more insights from CX Week 2025 as we continue sharing real stories and trends shaping the future of customer experience.
See you at CX Week 2026!