25 Customer Engagement Trends for 2025

The Top 25 Insights:

1. Personalization at Scale: Over 70% of consumers now expect personalized communication tailored to their preferences, not just their demographics. 
2. AI-Powered Journeys: Businesses that leverage AI to orchestrate customer journeys see a 33% higher customer lifetime value (CLV) on average. 
3. Real-Time Engagement: Timely and relevant messaging in real-time increases engagement rates by 40% compared to static, scheduled campaigns. 
4. Multichannel Consistency: Customers engage 3x more when the experience is consistent across email, SMS, app notifications, and web. 
5. The Rise of Gen AI: Generative AI tools are enabling marketers to create hyper-personalized content and messaging with 50% less time investment.  
6. Loyalty Program ROI: 85% of engaged customers participate in loyalty programs, driving recurring revenue and a 25% improvement in retention rates. 
7. Mobile-First Engagement: With mobile usage accounting for 65%+ of digital interactions, marketers need to optimize experiences for smaller screens. 
8. Zero-Party Data Value: Consumers willingly share preferences in exchange for better experiences; brands using zero-party data see 15% higher response rates. 
9. Subscription Models Grow: Subscriptions surge as brands using tailored AI journeys see a 20% reduction in churn and increased recurring revenue. 
10. Emotion Drives Engagement: Personalized, emotion-led messaging (e.g., birthdays, milestones) doubles click-through rates (CTR). 
11. Engagement Through Social Proof: Leveraging customer testimonials and social proof increases conversion rates by 30%.  

12. Email Dominance: Email remains the #1 channel for ROI, contributing $36 for every $1 spent.  
13. Frequency Matters: Optimal messaging frequency keeps customers engaged without overwhelming them — 75% of customers unsubscribe when messages feel excessive. 
14. Interactive Content Wins: Emails and messages with interactive elements (quizzes, polls) achieve 50% higher open rates and engagement. 
15. AI-Enhanced Segmentation: AI-driven segmentation ensures hyper-relevant campaigns, reducing unsubscribe rates by 20%. 
16. Gamification in Engagement: Gamified loyalty programs and campaigns boost user participation and drive a 40% increase in repeat purchases. 
17. Sustainability Matters: 60% of customers favor brands demonstrating a commitment to sustainability and social responsibility. 
18. Voice of the Customer (VoC): Actively incorporating customer feedback into campaigns increases satisfaction rates by 18%. 

19. Hyper-Relevance Drives Revenue: Targeted offers based on recent behavior (e.g., cart abandonment) can deliver a 30% revenue lift.
20. AI in Predictive Retention: Predictive AI enables early identification of potential churn, improving retention by 25%. 
21. Cross-Generational Approaches: Boomers value clarity and loyalty, Millennials prioritize experiences, and Gen Z seeks personalization and authenticity. 
22. Content Speed Matters: In a real-time world, brands leveraging dynamic, fast-moving content see a 20% boost in engagement. 
23. Privacy and Trust: Transparency in data use drives trust — 75% of customers are likelier to engage when privacy policies are clear. 
24. Channel Preference Awareness: Respecting customers’ preferred channels (e.g., SMS vs. email) reduces disengagement by 30%. 
25. AI-Powered Recommendations: Personalized product recommendations generate 35% of e-commerce revenue for brands leveraging AI tools. 

In Summary:  

These 25 insights reflect the key trends shaping AI-driven personalization, multichannel marketing, and the growing need for customer-centric engagement strategies in 2025.  

Being on top of these customer engagement trends in the new year will position marketers as leaders in customer engagement, enabling them to enhance loyalty, boost customer lifetime value (CLTV), and maximize return on investment (ROI). 

For more insights on customer engagement, contact us to request a demo. 

Published on

January 1st, 2025

Rony Vexelman is Optimove’s VP of Marketing. Rony leads Optimove’s marketing strategy across regions and industries. Previously, Rony was Optimove’s Director of Product Marketing leading product releases, customer marketing efforts and analyst relations. Rony holds a BA in Business Administration and Sociology from Tel Aviv University and an MBA from UCLA Anderson School of Management.