As the tinsel goes up and the 2025 calendars come down, Chris de Souza and Greg Thomas trade their suits for Santa hats to reflect on a whirlwind year in Customer Experience.

From the tech breakthroughs that actually worked to the trends that were just "bah humbug," Chris and Greg break down the most impactful moments of 2025. But this isn't just a look back—it’s a roadmap for the future. Grab a glass of something festive and join the stalwarts as they peer into the crystal ball to predict what 2026 has in store for the world of CX.