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2025 CX Trends to Watch for AEC and Professional Services

Post by
September 19, 2025
min read
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TL;DR
  • Clients expect fast, personalized communication, and small service issues can drive them to other firms.
  • Personal attention and follow-through help build long-term client relationships and increase loyalty.
  • Agentic AI systems reduce delays by solving customer issues autonomously, speeding up response times.
  • Real-time CX dashboards help track client satisfaction and key metrics like NPS to improve retention.
  • Trust and privacy are crucial; adopting privacy-first practices builds long-lasting client loyalty.

Back in early 2024, AEC firms and professional services leaders saw AI as a big opportunity. As the year moved forward, many realized that customers still care most about fast help and clear answers. People now expect tools like chat, email, and client portals to work well without delays or confusion. They also want clear billing, easy scheduling, and regular updates about their projects.

When you ignore small service issues, clients notice and start looking for other firms. You can’t assume clients will stick around if you make them repeat themselves or wait for answers. The smartest firms listen to feedback and act quickly, even before complaints show up.

These 2025 customer experience (CX) trends for AEC firms show that better service keeps clients around longer and helps win new business. If you want loyalty, focus less on hype and more on how people actually feel during each interaction.

Why CX Matters in AEC and Professional Services in 2025

Clients expect fast answers, easy communication, and personalized attention at every stage of a project. That’s exactly why customer experience in the AEC industry holds so much weight.

Given below are some of the major reasons why customer experience matters to AEC firms:

  • Standing out in a crowded field: Firms that offer the same services often blend, so clients remember the overall experience. By giving personal attention, following through on promises, and staying easy to work with, you stay top of mind. Teams that map out the full experience can spot weak spots and fix them before clients get frustrated.
  • Earning trust that pays off: When people feel respected and supported, they come back and tell others to do the same. Building authentic relationships with clients helps turn one project into many and adds long-term value. You earn loyalty when you show clients you listen and care, not just complete tasks.
  • Driving revenue without chasing it: Firms with happy clients see more repeat work, more referrals, and fewer pricing objections. People will pay more when they know they’re getting excellent service along with great results. The best part is that satisfied clients grow your market share without you spending extra to find them.
  • Boosting team productivity while keeping clients happy: Clear communication helps your team avoid rework, missed steps, and frustrated handoffs between departments. Using data to fix minor problems early saves time and prevents bigger issues from popping up later. Firms that handle the basics well free up their teams to focus on real value, not damage control.
  • Meeting expectations without falling behind: Clients now expect quick answers, tailored updates, and smooth handovers throughout the entire project cycle. They want to feel like someone is paying attention and responding to their needs before they even ask. 

Top 2025 CX Trends for AEC and Professional Services

Far from being fads, these trends offer real chances to create customer experiences that are practical, engaging, and built to deliver results.

Agentic AI and autonomous experience delivery

Agentic AI refers to software that can make decisions, take action, and complete tasks without waiting for step-by-step instructions from a person. These systems follow commands and figure out what needs to happen next and carry it out on their own, based on goals and changing inputs. That level of control helps AEC and professional services firms reduce delays, cut manual work, and keep projects on track with less back-and-forth.

Companies like ServiceNow already rely on them at scale. In fact, 80% of customer requests get solved by AI systems without any person stepping in. These systems use a mix of analytics and generative AI to solve regular customer issues at speed and scale. Chris Bedi, who leads customer operations and enterprise AI at the company, said that only one out of five support cases still goes to a human.

Even in those cases, AI helps by generating draft replies to emails, which employees then review before sending. This process has already shortened the time to solve tough cases by 52% in just two weeks, according to the company.

In 2025, several tech leaders, including OpenAI’s Sam Altman, expect AI agents to join daily business work. Other companies like Salesforce, SAP, and other software firms now run their own versions of agentic AI tools. Jim Rowan, the head of AI at Deloitte, said these tools “perform actions for you” instead of waiting for instructions. In a recent survey run by Deloitte with 2,773 business leaders, 26% said they were already exploring this kind of system at a large scale inside their companies.

Hyper‑personalization & proactive engagement

Many companies used to stop at basic personalization, like addressing customers by name or recommending a product based on a past purchase. Today, that approach falls short because customers expect more relevance, faster responses, and better timing from every brand they interact with.

Recent research from McKinsey showed that 71% of people expect personalized experiences, and 76% feel annoyed when they don’t receive them. That kind of reaction adds up quickly, especially when brands miss chances to connect. But when AEC companies act on the correct data at the right time, they win long-term trust and build stronger relationships with their audience.

To meet these expectations, AEC businesses act earlier and use AI to guide smarter decisions. For example, if someone contacts support about billing multiple times, AI can surface solutions before the next issue comes up.

An effectively personalized experience might include:

  • Grouping customers based on purchase history or recent actions
  • Sending emails or app messages tailored to each group’s behavior
  • Adjusting content depending on how someone arrived, whether from search or social media
  • Displaying custom account pages with helpful links and relevant product options
  • Asking a few short questions to better understand what each customer wants
  • Using AI-powered support that reacts to past interactions and predicts future needs

Unified omnichannel journeys

AEC and professional services clients no longer rely on one channel to connect or ask for help. They might start with an email, follow up through chat, and expect to pick up that same conversation by phone without repeating anything. If even one of those channels fails to reflect the previous interaction, trust and patience drop quickly.

Recent research shows that 79% of customers expect consistent interactions across departments. However, 55% say it generally feels like they’re communicating with separate departments rather than one company.

Back in the 90s, clients had one option when they needed support, and that usually meant picking up the phone or sending a fax. To keep things consistent, firms use tools that support omnichannel orchestration across departments, projects, and communication channels. That means if a project manager sends an update through a portal, the system logs it, tracks follow-up questions, and makes that information visible to any rep on chat or phone support.

Immersive technologies: AR/VR for CX

When teams need to review designs, explore ideas, or finalize decisions, augmented reality (AR) and virtual reality (VR) give them a faster way to see and fix things before they cost more. Instead of sending clients static files or trying to explain plans over video calls, AR and VR now let clients step into full 3D spaces, giving them a clearer sense of materials, layout, and spatial flow before anything gets built. This hands-on view removes confusion and speeds up the entire feedback cycle.

With immersive tools, firms can now:

  • Host real-time virtual walkthroughs for faster client approvals and fewer revision loops
  • Collaborate remotely by letting teams and clients interact inside the same visual model
  • Present sustainable prototypes in a shared space where users can explore impact and function
  • Offer real-time visualization that shows changes instantly as feedback comes in

These tools support faster client approvals, fewer revision rounds, and clearer conversations between teams working across locations. By 2028, the global market for augmented, virtual, and mixed reality is expected to reach $250 billion. That growth rate, projected at 113.2% per year, shows how fast these tools are becoming a standard part of client-facing work.

Real‑time data, analytics, and CX dashboards

Client expectations have changed, and waiting days for feedback or project updates no longer works. To build better client experiences, firms now use CX dashboards that track:

In fact, a 5% improvement in customer retention can raise profits by more than 25%. A churn rate between 2 to 8% is healthy for most B2C or SaaS companies, but anything above 10% signals a clear risk to future revenue.

To manage churn proactively and strengthen client relationships, many firms turn to NPS tools such as Client Savvy Platform. It brings all your NPS responses into one clean, easy-to-use dashboard, so you don’t need to bounce between tools or dig through spreadsheets. With this streamlined access to insights, firms can monitor NPS trends, benchmark performance against industry peers, and generate reports that are easy to understand and share across teams.

Real-time dashboard showing feedback and insights at multiple levels
Review feedback and insights easily with the Client Savvyy Platform

These dashboards don’t stop at high-level numbers. You can view:

You can also break down feedback by project type, service area, or even customer demographics. This sharper visibility highlights which areas need attention and which ones consistently build loyalty. With client feedback tools offering easy-to-read graphs and charts, your team spends less time deciphering data and more time acting on it. 

When clients see their input directly shaping your next steps, it builds trust, and that trust translates into better experiences, longer relationships, and stronger results.

Trust, transparency, and sustainability in CX

It’s easy to see we’re all becoming increasingly aware of data collection and security and that awareness now shapes how clients choose their partners. 

In fact, a recent Cisco survey found that 75% of consumers say they will not purchase from companies they do not trust with their data. This translates into concrete actions as more consumers become “Privacy Active,” especially younger ones. Nearly half of consumers aged 25 to 34 have switched providers over data policies or sharing practices, compared to fewer than one in five consumers aged 75 and older.

To build trust through privacy and sustainability:

  • Design privacy-first experiences that collect only essential client data and clearly explain how it will be used
  • Give clients full control over their preferences and data sharing choices to create confidence and loyalty 
  • Integrate environmental and social governance principles by using virtual collaboration tools, choosing sustainable materials, and working with eco-friendly vendors
  • Support clients’ sustainability goals through your firm’s operational choices and showing genuine care for the environment

Combining respect for privacy with active sustainability efforts creates trust that lasts. When clients recognize your firm values their data and the planet, they respond with stronger partnerships and lasting loyalty.

Workforce experience as a CX driver

Happy and supported employees drive better customer experiences and stronger client relationships. Research shows companies with high employee engagement report 21% greater profitability and 17% higher productivity

Here’s how workforce experience powers CX:

  • When firms invest in employee enablement by providing clear tools (such as Client Savvy) and training, staff handle client needs more efficiently and confidently. This creates a positive cycle where satisfied employees deliver better service that clients notice and appreciate.
  • AI tools take over routine administrative tasks such as scheduling, document management, and data entry. By reducing these burdens, professionals spend more time focusing on meaningful work that improves client outcomes.
  • AI-driven chatbots and virtual assistants help internal teams respond faster to inquiries, saving time and reducing frustration. For example, Pinterest developed an internal AI chatbot through its annual Makeathon, a company-wide hackathon. This AI assistant now answers approximately 4,000 employee queries monthly, streamlining access to internal knowledge and significantly reducing response times.
  • Providing easy access to real-time data and collaboration platforms empowers teams to work smarter and respond quickly to client needs.
  • Tracking employee satisfaction with regular NPS surveys and productivity metrics gives leaders insights to improve workplace conditions and processes continuously.

Firms that invest in workforce experience see stronger engagement, better service quality, and higher client retention. The more employees feel valued and supported, the more they contribute to creating memorable and effective client experiences.

Winning CX Strategies for AEC Firms in 2025

To win in 2025, AEC firms must follow the latest digital client experience trends by taking practical steps that meet changing client needs. Building immersive client engagement means using the right tools and skilled teams to deliver smooth, personalized service.

  • Invest in client feedback platforms like Client Savvy to analyze, respond to, and act on client feedback in real-time.
  • Train your teams regularly to interpret NPS so they respond promptly to client needs and concerns. 
  • Build a culture where every employee understands their role in improving client experience through targeted workshops on communication and problem-solving.
  • Use AI tools to reduce administrative tasks and allow your team to spend more time on meaningful client interactions.
  • Review customer experience data frequently to identify trends early and adjust your approach to meet client expectations efficiently.
  • Segment customer feedback by project type or client demographics to focus improvements where they matter most. For example, feedback from large commercial projects might reveal different needs than those of small residential clients, guiding tailored responses.
  • Adopt privacy-first practices to build trust and protect client data, a key part of CX best practices for AEC firms.

Combining these steps creates a strong foundation for immersive AEC client engagement in 2025. This strategy positions your firm to stand out by meeting changing client needs and strengthening your reputation through trusted and responsive service.

Customer Experience (CX) as a Competitive Advantage

The pressure to deliver fast, reliable, and consistent service grows stronger as client expectations reach new heights. Businesses that future-proof their customer experience will build trust that lasts beyond any single project or transaction. 

Additionally, using accurate data and thoughtful AI tools helps your team react quickly while keeping personal connections that make clients feel valued. AEC firms that actively gather feedback, track key CX metrics, and act on insights will consistently stay ahead of churn risks while building stronger client loyalty.

Ultimately, competitive advantage comes from proving to clients that their voice matters. When feedback directly shapes your approach, you strengthen relationships, increase retention, and create a foundation for long-term growth. 

Get started now and give your clients the consistent, trusted experiences that build loyalty for years to come!

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