In this engaging episode of the CX Goalkeeper Podcast, I sit down with Peter Ryan, a leading voice in customer experience (CX) and BPO strategy, to explore the key CX predictions for 2025. From Agent AI to market consolidation and real-time voice translation, Peter unpacks trends that are reshaping how companies deliver customer service and drive business outcomes. This is an unmissable conversation for CX leaders aiming to stay ahead of the curve.

About the Guest

Peter has a degree in Political Studies from the University of Saskatchewan and an MBA from Dalhousie University. Although headquartered in Montreal, Québec, Canada, Peter’s clients come from every corner of the globe, so odds are he knows your city well.

Peter’s passion for CX and BPO shines through in the connections he makes worldwide, and his ability to bring great people together is second-to-none.

Contact Peter today and learn how he can help your business thrive in the dynamic world of customer experience outsourcing.

Relevant Links

https://ryanadvisory.com/about/

https://ryanadvisory.com/top-cx-predictions-for-2025/

Podcast: CX Files: https://cxfiles.libsyn.com/

The Top 3 Key Learnings

1. Agent AI will redefine CX operations by supporting both agents and customers, increasing efficiency, and improving employee satisfaction.
2. Mergers and acquisitions will shape the mid-market BPO space, as companies strive for scale, agility, and competitive advantage.
3. Real-time voice translation will unlock new offshore opportunities, enabling businesses to provide multilingual services from non-native speaking regions.

Top 3 Quotes

1. "Agent AI is going to be the key AI driver in the CX space going into 2025."
2. "In CX, anyone standing still is moving backwards—you must stay informed and adaptable."
3. "Real-time automated voice translation could be one of the biggest game changers in our industry."

Chapters

00:00 Welcome and Introduction

01:38 Guest Introduction: Peter Ryan

02:50 Values Driving Professional Career

04:23 Top CX Predictions for 2025

04:30 Agent AI Transformations

07:56 Consolidation of Mid-Market BPO Players

10:04 Real-Time Automated Voice Translation

14:25 Economic Impact on CX Budgets

16:29 Future of Customer Analytics

18:39 Fast Forward: CX in 10 Years

20:55 Final Thoughts and Golden Nugget

Keywords

customer experience, CX predictions 2025, Peter Ryan, Gregorio Uglioni, Agent AI, mid-market BPO, voice translation AI, CX trends, CX Goalkeeper Podcast, customer analytics, CX transformation, AI in contact centers, BPO consolidation, CX strategy, customer service innovation, offshore CX delivery, real-time voice AI,

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