Discover the main service design trends for 2025, where personalization, sustainability and technology set the tone. In Colombia and Latin America, companies are innovating to offer unique experiences that strengthen the relationship with their customers.
Below, we explore the main trends that will mark service design in 2025, accompanied by concrete examples that are already transforming the way companies operate.
Automation and AI in service design trends
Automation and artificial intelligence technologies are essential in service design trends. They streamline processes and create personalized experiences that will transform customer interactions in 2025. In 2025, we will see how AI-based tools, such as advanced chatbots and virtual assistants, will manage complex customer interactions.
Example: In Colombia, Bancolombia already uses AI-powered chatbots to answer frequent queries, offering 24/7 support and reducing waiting times. This model is projected as a reference for automated services in the region.
Tabot, the virtual assistant of Bancolombia.
Omnichannel: A key in service design trends
In a world where interactions are both physical and digital, omnichannel is key to a seamless experience. Consumers expect to move between channels seamlessly, and companies must ensure consistency across all of them.
Example: Falabella leads in omnichannel strategies, offering a seamless experience for online purchases and in-store pickup, a clear example of how to implement service design trends in the region.
Images of the web platform of Falabella.com
Personalized Experiences in Service Design 2025
Personalization will be one of the most effective tools to attract and retain customers. Analyzing data in real time will allow companies to adapt their services to individual preferences.
Example: Rappi, a Colombian startup, uses data analysis to recommend products based on customer preferences, making each interaction unique.
User interface of Rappi’s platform.
Proactive Support
Companies are moving from reacting to customer issues to anticipating them. This proactive approach improves satisfaction and creates a more seamless experience.
Example: Avianca, the Colombian airline, has begun implementing proactive alerts that notify of flight changes and offer solutions before customers are affected.
Sustainability And Social Responsibility
In 2025, a commitment to sustainability will be essential. Consumers are increasingly looking for brands that prioritize ethical and sustainable practices.
Example: In Brazil, Natura, a cosmetics company, has integrated sustainability into its DNA, using recyclable packaging and reforestation programs, which strengthens its connection with a conscious public.
Natura Brasil uses between 50% and 100% recycled materials in its plastic packaging.
Service design in Latin America for 2025 is shaping up to be a mix of technology, sustainability and personalization. Adapting to these trends will not only benefit the operation of companies, but will also improve customer satisfaction and strengthen the relationship with consumers. Are you ready to transform your services? Contact us to create more strategic designs that boost your business.
