As we look ahead to 2025, the future we envisioned in sci-fi movies is no longer just fantasy. It’s taking shape.
The turbulence of the past five years has reached a tipping point, with significant shifts in global power dynamics.
In 2024, major events in government around the world have set the stage for a new era, one marked by rising geopolitical tensions and the increasing influence of authoritarian regimes.
These shifts, driven by deep wealth inequality, are creating a world where technology platforms, businesses, and citizens alike will face unprecedented challenges.
The question is no longer, if the future will change, but how will we navigate profound shifts already underway?
2025 will be a pivotal year for humanity! We must guide digital implementation toward a positive future, ensuring that digital business and technology serve us, rather than dictate the terms.
Usability Crisis
As we approach 2025, the rush for digital transformation, driven by security threats, cost-cutting and investor pressures, has created major usability risks for businesses and governments worldwide.
The speed of digital transformation and technological implementation has left platforms and online user interfaces, both poorly designed and tested, with serious consequences for customer service, acquisition, and retention. In 2024, businesses faced significant challenges: accountancy software vendors lost customers due to cybersecurity breaches and poor integration with tax departments.... while advertising platforms became overly complex, pushing advertisers to competitors.
Small businesses are struggling with digitized tax systems, multi-factor authentication hurdles, and the unrealistic demands of linking a single cell phone number to each individual, ignoring the reality of modern communication and the need to separate business from personal lives.
Unless tech vendors and governments slow down their rollouts to allow for proper testing and user training, the world could face an explosive usability crisis in 2025.
The already evolving psychological strain on citizens and workers, coupled with significant financial losses for businesses, could lead to a profound and lasting negative impact on society.
Customer Service Wins
In 2025 Human Connection Matters More Than Ever! In the rush to embrace automation, businesses have unintentionally sacrificed what truly matters - genuine customer service. From frustrating automated self-checkouts to clunky AI chatbots, today’s customer experience often feels more like a test of patience than a helpful interaction. As a result, consumers and employees are left feeling exhausted and disconnected.
In 2025 and beyond, the key to success will be finding the right balance between technology and human touch. Cutting costs by reducing customer service staff may seem like a quick way to increase profits, but the long-term impact could be harmful.
More and more, customers are looking for brands that offer not just efficiency, but a caring, human-centered experience - one that’s enhanced by technology, not replaced by it.
For organizations aiming to thrive, the future lies in reimagining customer service as a blend of empathy and innovation.
Those that can deliver the right mix, will not only win loyalty but will set themselves apart as leaders in a world where human connection is becoming more valuable than ever.
5th Industrial Revolution - The Agentic Phase
In 2024, I announced the beginning of the 5th Industrial Revolution – the beginning of an explosive age that catapults production and scientific advancement in artificial intelligence. In 2024, creators and organizations have been experimenting with new technologies, exploring how to integrate them into work and everyday life.
In 2025, we’ll enter a critical phase of the 5th Industrial Revolution, with Agentic AI playing a central role. This new phase of AI combines generative AI - which creates new content, with agentic AI - which focuses on optimizing performance, decision-making and automation.
The result will be a significant increase in productivity, faster and smarter decisions and the emergence of new business models. Industries like manufacturing, healthcare, and finance will be deeply affected, with AI optimizing everything from operations to decision-making.
In 2025 and beyond, the impact of Agentic AI will be profound. It will transform how industries function, change the way we work, and alter our relationship with technology, driving the next wave of innovation in the 5th Industrial Revolution.
Geopolitics Dictates Digital
In 2025, geopolitics will play a crucial role in shaping the digital world. Some countries will push for greater digital sovereignty, imposing stricter regulations and promoting local tech industries to reduce reliance on foreign platforms.
Geopolitical tensions will fuel cybersecurity risks and digital trade wars, leading to restrictions on data flow and tech exports. As nations adopt different AI and ethics regulations, global companies will face challenges in navigating diverse legal frameworks. This shifting landscape could create a more fragmented digital ecosystem, with major implications for innovation, trade, and global supply chains.
However, there should be a great focus on tech diplomacy and multi-lateral collaboration in 2025 and beyond.
Advice for 2025
As we approach 2025, a strategic, thoughtful approach to the digital landscape is essential. To avoid a Usability crisis, it’s crucial to slow down the rollout of new technologies, prioritize proper testing, and focus on user-friendly designs that meet real-world needs.
While automation is key, maintaining the value of human connection is vital. Brands that effectively blend technology with genuine customer service WILL build lasting loyalty and thrive.
Additionally, the rise of Agentic AI will transform industries, driving innovation and efficiency. Successful organizations should embrace this shift to optimize their operations, while ensuring it serves people, not just profit.
Geopolitical shifts will also reshape the digital ecosystem in 2025, with nations seeking greater control over their tech, people and data.
To thrive in this fragmented world, we must prioritize tech diplomacy, build strong international partnerships, and tackle regulatory challenges head-on - ensuring a unified, prosperous digital future for everyone.
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