In 2025, service design in Latin America will be marked by trends that combine technology, sustainability and personalization. Companies in the region are betting on innovation to remain competitive in a constantly evolving market, where consumer expectations and global challenges demand strategic solutions.
Below, we explore three key trends and how they are impacting the business landscape.
Digital Transformation and Advanced Automation
Digital transformation continues to lead the business agenda in the region. According to a report by Intelcia, Latin American companies are adopting advanced technologies such as artificial intelligence (AI) and automation to improve customer experience. By 2025, more than 80% of companies in Latin America plan to invest in digital tools to improve their processes and strengthen their global competitiveness.
Barometer on Digital Transformation – INESDI
Personalization as a Strategic Pillar
Personalization is emerging as a key differentiator in service design. Real-time data analysis tools allow delivery companies, for example, to tailor their recommendations and services to each user’s unique preferences. This trend not only improves the customer experience, but also increases brand loyalty.
By 2025, personalization will even reach sectors such as transportation, where airlines have begun to anticipate customer needs with proactive alerts and real-time solutions before, during, and after a flight.
Sustainability as a Strategic Imperative
In a context where consumers are looking for ethical and responsible brands, sustainability has become an essential element of service design strategies. Companies in the cosmetics or food and beverage sector throughout Latin America have integrated sustainable practices such as recyclable packaging and reforestation programs, positioning themselves as leaders in their sector.
A study by ACIS highlights that more than 70% of small and medium-sized companies in Colombia plan to implement sustainable practices as part of their strategy for 2025.
Courtesy of LaRepública newspaper.
Preparing for the Future
2025 will be a key year for service design in Latin America, where the combination of technology, personalization and sustainability will redefine interactions between companies and customers. Organizations that adopt these strategic trends will not only differentiate themselves in the market, but will also build stronger and longer-lasting relationships with their customers.
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