CUSTOMER EXPERIENCE TRENDS FOR 2024
Steven Van Belleghem・20 minutes read
In 2024, website search will shift to conversational bots, while personal agents will replace apps for services like banking. Companies will focus on personalized video content, AI for customer service, empathy in customer experiences, and augmented reality for enhanced shopping.
Insights
- The future of customer service in 2024 will see a shift towards AI bots handling most interactions, while humans will be reserved for providing emotional support, highlighting the importance of empathy and fast feedback loops in customer experience skills.
- CEOs are advised to actively engage with customers, becoming "friction hunters" by immersing themselves in their company's operations to gain empathy and insight into customer experiences, ultimately driving meaningful improvements and fostering trust.
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Recent questions
What is the future of website search?
Conversational bots will be used for detailed search queries.
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Summary
00:00
"2024 Trends: Conversational Bots, Personalization, AR, Empathy"
- In 2024, there will be a transformation in website search, moving towards conversational bots for more detailed search queries.
- Personalization at scale is expected in 2024, with the rise of personal agents replacing apps for various services like banking and language learning.
- Companies are predicted to adopt fully personalized video content to enhance marketing strategies in 2024.
- High-value customer service agents will become more prevalent, with AI bots handling most interactions and humans reserved for emotional support.
- Effective empathy, combining fast feedback and action loops, will be a crucial customer experience skill in 2024.
- Augmented reality is set to breakthrough in 2024, offering enhanced shopping experiences and entertainment options.
- HR departments are urged to play a strategic role in fostering a strong customer culture by hiring for CX potential and supporting customer-centric workflows.
- HR can also focus on creating frictionless employee experiences, promoting employee well-being, and facilitating direct customer interactions for all employees.
- The shift from customer-focused to life-focused experiences is highlighted as a key trend for 2024, emphasizing positive change in people's lives over simply selling products or services.
14:40
CEOs Building Trust Through Customer Engagement
- Businesses should focus on translating their internal expertise into valuable offerings for customers, going beyond mere transactions to build deep, emotional relationships with them.
- Trust in businesses is crucial, and companies must demonstrate care for customers through actions like providing affordable, healthy recipes or participating in the secondhand market to offer sustainable and cost-effective products.
- CEOs should spend more time engaging with customers directly, becoming "friction hunters" by personally experiencing their products or services to identify small but impactful changes for improvement.
- CEOs are encouraged to immerse themselves in their company's operations, trying out products, services, and processes firsthand to gain empathy and insight into customer experiences, ultimately driving meaningful improvements.
