2025 AI and Digital Trends in Customer Engagement: The New Rules of Connection

Today’s customers expect more than just transactions—they want brands to understand, anticipate, and engage them across every channel. The 2025 AI and Digital Trends in Customer Engagement report reveals how businesses in the UK are racing to deliver consistent, hyper-personalised experiences that earn loyalty and drive growth.

This excerpt explores how AI and automation are reshaping engagement, where organisations are falling short, and what’s needed to close the gap.

Consumers Expect Consistency—But Brands Are Struggling

Nearly 78% of consumers say engagement across email, social media, websites, and stores should feel consistent. But fewer than half (45%) of brands meet this basic expectation, and only 34% deliver timely, relevant offers.

The result? Missed opportunities to deepen connections and stand out in a crowded marketplace.

The Case for AI and Always-On Journeys

Leaders are turning to AI and predictive analytics to bridge these gaps:

• 65% of senior executives believe AI is key to improving retention and loyalty.

• 61% see personalised engagement as critical to growth.

Yet many organisations are still at the starting line. Only 23% have automated customer acquisition journeys, and just 17% have automated re-engagement journeys—leaving untapped potential to reconnect with customers and recover lost revenue.

Success Stories Point the Way

Companies like Coca-Cola have already begun transforming engagement with AI and data unification. By integrating fragmented data and sending personalised cart abandonment reminders within an hour, Coca-Cola achieved:

• 36% higher open rates

• 21% higher click-through rates

• 8.5% higher conversions

Their experience shows the power of connected data and timely, personalised communication.

The Path Forward—From Pilots to Proof

Organisations that have successfully embedded generative AI into their marketing workflows report clear benefits:

• 87% have seen better engagement

• 49% attribute revenue growth to AI-driven campaigns

Still, true transformation requires unified, real-time data. About 34% of practitioners admit that fragmented data prevents engagement at critical moments, and 33% say it leads to conflicting customer messages.

Build the Future of Customer Engagement

What’s next? The report recommends:

• Unify customer data to unlock real-time, personalised journeys.

• Move beyond pilots and embed AI into core marketing operations.

• Create always-on, omnichannel experiences that flow seamlessly across touchpoints.

Download Now to Learn More

Want to discover how leading brands are building trust and driving growth through AI-powered customer engagement?
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