Bridging the Skill Gap: Hiring vs. Upskilling in CX Teams

In 2025, a staggering 89% of businesses are expected to differentiate themselves primarily through customer experience (CX), eclipsing traditional factors such as product features and pricing. However, an alarming 25% gap exists between marketers who evaluate their CX as “excellent” and the percentage of consumers who echo this sentiment. This gap signals a growing challenge for CX teams, emphasizing the urgent need for skilled professionals in a rapidly evolving landscape. In this blog, we will explore the data, trends, and strategies that shape the pivotal choice between hiring new talent and upskilling existing teams.

Table of Contents
1. The Rising Demand for CX Skills in 2025
2. The Hiring Dilemma: Can New Talent Keep Up?
3. Upskilling: The Hidden Advantage for CX Teams
4. The Role of Technology in Bridging the Gap
5. Maxicus: Leading the Way in CX Talent Development
6. The Future of CX: Omnichannel, Video Commerce, and Generative AI
7. What We’ll Explore Next

The Rising Demand for CX Skills in 2025

As customer expectations rise and digital touchpoints multiply, the demand for specialized CX skills is skyrocketing. By 2025, 40% of customer service organizations will occupy a proactive stance in their strategies, anticipating customer needs and resolving issues before they escalate. This new landscape requires CX professionals who are adept at navigating complex customer journeys and leveraging data for personalized experiences. Unfortunately, only 51% of marketers rate their CX as “excellent,” while just 26% of consumers concur, leaving a substantial gap to bridge.

Organizations must recognize that creating memorable experiences requires a workforce trained in one-on-one engagement, omnichannel support, and innovative practices. The key players in this CX arena are those who can adapt quickly to changing environments and employ strategies designed to elevate the customer’s experience across various channels.

The Hiring Dilemma: Can New Talent Keep Up?

The instinct to hire new talent is understandable, especially when confronted with a skill gap. However, the situation appears more intricate upon examining the metrics. A recent survey found that 76% of customers have stopped purchasing from a brand due to poor service, while 52% admit to abandoning a brand post negative experiences. With a shrinking global pool of CX talent, organizations face fierce competition for the best candidates.

Even with new hires, expectations remain high; these new team members must quickly learn to provide effective service in an intricate digital landscape. The skills required are evolving—teams now need to master areas such as video commerce, phygital experiences, and generative AI. A significant 68% of employees believe that generative AI can enhance their ability to serve customers, yet only 43% of organizations actively employ AI to this end. This illustrates that simply hiring isn’t enough; a strong emphasis on upskilling is essential.

Upskilling: The Hidden Advantage for CX Teams

Investing in upskilling presents a compelling alternative to just hiring. By focusing on the existing workforce’s development, organizations can effectively close the experience gap and foster a more resilient, adaptable team. According to Deloitte’s 2025 Global Human Capital Trends survey, a striking 78% of sellers find that their current coaching methodologies are only moderately effective or worse.

The benefits of upskilling are tangible. Companies with robust CX strategies tend to enjoy higher customer retention rates and increased revenue. For instance, a financial services firm that prioritized CX enhancements saw customer defections decrease by 16%. With 54% of U.S. consumers indicating a need for improved customer experiences, organizations that invest in learning and development stand to reap significant rewards. Upskilled employees tend to have higher job satisfaction, driving positive outcomes in customer interactions.

The Role of Technology in Bridging the Gap

Modern technology has become a vital ally in both hiring and upskilling contexts. Innovations like generative AI are revolutionizing CX by automating routine tasks and predicting customer needs. Reports indicate that 44% of support professionals acknowledge that AI can accurately solve customers’ questions, thus reducing the burden on customer experience teams.

Moreover, omnichannel engagement platforms streamline customer interactions by ensuring that context is maintained across all digital touchpoints. Maxicus employs advanced omnichannel support solutions to help brands deliver proactive and personalized customer care. Our innovative video commerce capabilities empower teams to engage customers face-to-face, completing the transition between online and offline experiences in truly memorable ways.

AI-driven coaching represents another powerful trend. By analyzing data to identify skill gaps, organizations can focus their coaching efforts more effectively, improving performance across the board. As many organizations realize, underutilizing AI tools poses a missed opportunity for CX improvement.

Maxicus: Leading the Way in CX Talent Development

At Maxicus, we recognize that to excel in the future of CX, a balanced approach to both hiring and upskilling is crucial. Our comprehensive talent development strategy combines advanced technologies with tailored coaching. With our generative AI tools, CX teams can resolve inquiries quicker and with greater accuracy, while our omnichannel support platforms assure that every customer interaction is unique and seamless.

Furthermore, we prioritize one-on-one engagement, ensuring that meaningful interactions are at the forefront of customer service. Our video commerce solutions allow for real-time customer engagement, fostering a hybrid of digital and physical experiences. Maxicus reports a 20% increase in customer satisfaction and a 15% reduction in churn from clients who have integrated our talent development initiatives, reinforcing the power of combining hiring and upskilling for holistic improvement in CX.

The Future of CX: Omnichannel, Video Commerce, and Generative AI

The future of CX is multi-dimensional—characterized by proactive, personalized interactions across diverse digital touchpoints. Customers demand seamless service, and companies will need to evolve alongside them. By the year 2025, 80% of all B2B sales interactions are expected to shift to digital channels, showcasing the impending necessity for companies to invest in upskilling their teams.

With generative AI automating mundane tasks, CX teams can refine their focus on valuable, high-level engagement. The amalgamation of video commerce and phygital experiences is paving the way for new engagement avenues and interactions that blend traditional and modern customer experiences. Those organizations that prioritize these efforts will find themselves at the forefront of customer engagement, positioned for success in a competitive landscape.

Conclusion

The widening skill gap in CX teams presents a critical challenge for organizations as they approach 2025. However, with strategic investments in hiring, comprehensive upskilling, and the strategic deployment of technology, this hurdle can be successfully navigated. By harnessing the potential of generative AI, and focusing on omnichannel support and video commerce, companies can elevate their customer engagement levels, ensuring exceptional experiences that resonate with modern consumers.

In this blog, we will explore more on the latest trends shaping CX talent development, the impacts of generative AI, and success stories from those who have triumphantly bridged the skill gap in customer engagement.