At FROGED, we’re all about omnichannel strategies, and as we move toward 2025, it’s clear that this approach will become even more important. We’ve been reflecting on the trends that will shape the future in the coming years, and we’ve rounded up our top 5 predictions for the future of customer interactions—where technology will play a pivotal role in improving the experience across multiple channels. From AI-powered customer support to real-time analytics, 2025 will challenge us to make every interaction smoother, more personalized, and more valuable than ever before.
1. Enhanced cybersecurity
Data protection will remain one of the biggest talking points heading into 2025. As omnichannel experiences expand, so does the exposure to risks. As businesses expand their digital footprints, cybersecurity will become even more critical. Data breaches are more damaging than ever, making robust protection essential to ensure customer trust.
From ransomware attacks with “double extortion” tactics to the rise of AI-driven cyberattacks bypassing traditional defenses, the threat is higher than ever. Additionally, two factors are making hackers’ jobs easier: increased reliance on third-party vendors, putting supply chains in the crosshairs of these attacks, and the rise of remote work, bringing with it its own set of risks (phishing, insecure networks, or weak endpoints).
In 2025, AI will assist in transforming cybersecurity by improving detection and mitigation efforts: processing massive amounts of real-time data with predictive analytics to identify potential threats before they materialize, continuously monitoring business networks, detecting unusual or suspicious patterns, and even automatically neutralizing certain threats…
One of the most powerful approaches to countering these risks is the Zero Trust security model. This model, which will take center stage in cybersecurity strategies, does not automatically trust any user or device—even if they are within the corporate network. Rather than treating connections as reliable by default, it requires rigorous authentication for every access to data or systems, regardless of their origin. This approach minimizes exposure, limits access permissions, and greatly reduces opportunities for attackers to exploit vulnerabilities, offering an extra layer of protection.
2. Seamless payment methods
Consumers are increasingly expecting fast, flexible, and personalized payment options that align with their shopping habits. In 2025, the frictionless payment trend will take things to a whole new level, ensuring faster, more convenient, and secure shopping experiences.
Thanks to advances in AI, payment systems will be better equipped to understand user purchasing patterns and preferences, offering more efficient and personalized payment alternatives. This adaptability will continue to enhance the omnichannel experience, seamlessly integrating payments across online platforms, physical stores, and social media, in real time.
A clear example of the growth of frictionless payments comes from Shopify, a leading global commerce platform. According to recent data shared by the company, its sales in Spain grew by 52% during the weekend spanning Black Friday and Cyber Monday compared to the previous year, 2023. Shopify has demonstrated that technological solutions can significantly enhance the shopping experience, providing the necessary tools to scale and manage businesses of all sizes via a digital infrastructure perfectly designed for omnichannel commerce.
Among the most notable new payment alternatives for 2025 are digital wallets and biometrics. Mobile wallets, like Apple Pay and Google Pay, continue to gain popularity due to their ability to securely store credit cards, bank accounts, and cryptocurrencies. Users can pay with a single touch or swipe, saving time and effort. In parallel, biometric authentication (facial recognition, fingerprints, etc.) will become even more prevalent as a security measure, combining convenience with robust fraud protection and making it nearly impossible for cybercriminals to access personal payment data.
3. Immersive experiences
In 2025, immersive experiences will take center stage in the way consumers and brands interact, becoming a key factor for standing out in the market. Cutting-edge technologies like Augmented Reality (AR) and Virtual Reality (VR) will create personalized and immersive environments where customers can view and interact with products in highly engaging experiences.
They’ll change the way brands connect with their audiences: we predict virtual events and trade shows will be held on interactive platforms, and 3D online stores will offer more personalized shopping experiences where consumers can explore a full catalog, view products in a virtual environment, or even get real-time recommendations through integrated chatbots. Integrating AI into omnichannel solutions will allow customers to experience more personalized and memorable interactions, increasing engagement and forging long-term relationships with brands.
This trend will be highly valuable across a wide range of sectors, enabling any brand to adopt these technologies to transform the way they connect with users. In the real estate sector, for instance, virtual tours will evolve to let potential buyers or renters experience properties from the comfort of their own homes. This will make the decision-making process easier since they can explore 360° properties or even experience an interactive immersive tour where they can modify elements like colors or furniture, helping visualize their specific needs and preferences more accurately.
4. AI-Powered customer service
By 2025, AI will revolutionize omnichannel customer service, creating a constant, smart, and personalized experience across every touchpoint. From chatbots on websites to virtual assistants on social media, to support tools in physical stores, AI will make customer service faster and more tailored, no matter what channel the customer chooses to interact with.
AI in customer service will learn and improve with every interaction, predicting customer needs before they are even expressed. By analyzing real-time data, businesses will be able to offer more precise answers, suggest personalized products or services, and automate repetitive tasks, creating a more efficient experience for customers. Virtual assistants will be available around the clock, providing continuous and timely service that exceeds expectations.
Moreover, as the world transitions further to omnichannel, AI systems will enable seamless transitions between different platforms: a customer could start a conversation in a chat, get personalized recommendations, and then continue the discussion on social media or by phone, without losing the thread of the interaction. This will not only enhance the user experience but will also optimize companies’ internal operations by reducing wait times and facilitating self-service, ultimately boosting customer satisfaction and loyalty.
5. Real-Time analytics & personalization
The ability to process and analyze data in real-time is already essential in 2024, but in 2025, its importance for the omnichannel experience will be exponential. Companies are leveraging advanced predictive analytics tools to offer personalized interactions based on consumer behavior and preferences in real-time. This allows them to make quicker and more accurate decisions, optimizing each touchpoint with the customer.
Through big data analytics, brands can deeply understand the journey of each customer. Data like browsing patterns, previous purchases, and social media interactions are instantly processed, allowing them to personalize product, content, or service offers in real time. Whether through emails, mobile apps, or in-store interactions, businesses will improve the efficiency of their actions and offer proactive service.
Real-time analytics ensures a consistent experience: if a customer abandons their shopping cart online, they can immediately receive a recovery message via WhatsApp or email with a personalized offer. If they then visit a physical store, recommendations related to products they previously viewed online can be generated. As real-time analytics technology improves, businesses in e-commerce, retail, financial services, or education will benefit significantly from these capabilities to better connect with consumers and build loyalty.
Omnichannel strategies are in full swing, and the trends we’ve shared today are set to be key to business success in the coming years. By embracing these innovative solutions, businesses will be able to create more efficient, secure, and personalized services, maximizing customer satisfaction and loyalty. We’re in for an exciting ride for omnichannel in 2025 and beyond!
