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8 CX Trends to Look Out for in 2024

By Sean Fielding

Published 19 January 2024

8 CX Trends to Look Out for in 2024: A Glimpse into the Future of Customer Experience

The world of customer experience (CX) is undeniably dynamic, continuously evolving in sync with the rapid changes in technology and consumer behaviours. As businesses across the globe begin planning and implementing their strategies for 2024 and beyond, keeping an eye on the emerging trends in CX becomes essential to staying ahead of competition and delivering superior customer experiences.

In this article, we will explore each of these trends in more detail, elaborating on their inner workings, potential applications, and how businesses can harness their power to maximise customer satisfaction and loyalty.

1. Hyper-Personalisation: Taking Tailored Experiences to New Heights

Personalisation has been a buzzword for some time now in CX, but in 2024, we can expect it to reach new heights. Advances in artificial intelligence and machine learning will enable companies to deliver hyper-personalised experiences tailored to each customer’s individual needs, preferences, and context. From personalised product recommendations to customised pricing, hyper-personalisation will be a game-changer for CX.

Research by Instapage suggests that marketers who use hyper-personalisation strategies can achieve a sales gain of 15-20%. This demonstrates the potential profitability of hyper-personalisation for businesses.

How Hyper-Personalisation Works

Hyper-personalisation operates on the principle of ‘individualisation’. AI and machine learning algorithms gather and analyze data from various touchpoints, tracking customer behaviour, preferences, and purchasing habits to create a unique ‘digital identity’ for each individual. These algorithms are designed to predict future behaviour based on past actions, thus enabling businesses to anticipate customer needs and fulfill them proactively.

Potential Practical Applications of Hyper-Personalisation

  1. Improving User Experience: By presenting customers with content and messaging that is relevant to them, businesses can significantly enhance the user experience. This could range from personalised product recommendations to populating individual users’ feeds with content that interests them.
  2. Informed Decision Making: The data collected can be leveraged to make informed business decisions. For instance, understanding customer purchasing habits and preferences can guide inventory management and product development strategies.
  3. Promoting Customer Retention and Loyalty: Providing a personalised experience fosters stronger relationships with customers. Predicting their needs and acting on them can lead to increased customer retention and loyalty.

2. The Evolution of Omni AI Strategy: Seamless Experiences Across Platforms

The seamless omnichannel experience, aiming at the unification of customer interaction across various platforms, is a crucial trend businesses can’t ignore. This approach accommodates today’s modern consumers, who utilise multiple touchpoints, including physical storefronts, websites, social media platforms, mobile applications, and chatbots, for interaction. The objective of this strategy is to merge these diverse platforms into a singular comprehensive customer experience (CX) platform, enabling easy and coherent conversation transitions between different channels.

Crucially, as we begin 2024, a seamless omnichannel experience will be key for businesses wanting to maintain a competitive advantage. The substantial benefits include increased customer satisfaction due to enhanced convenience and personalisation, a robust understanding of the customer journey for optimised marketing and service strategies, and the promotion of brand loyalty and reputation by aligning with contemporary consumer expectations.

3. Voice and Visual Search

While traditional search methods still hold sway, it’s crucial to note the growing trends of voice and visual search, which are progressively transforming consumer behaviours. Voice search harnesses the power of speech recognition to allow users to search the internet, websites, or an application via spoken commands, providing a swift and convenient alternative to manual typing.

Similarly, visual search uses real-world images such as screenshots, internet images, or photographs as the stimulus for online searches, providing a visually engaging and intuitive search experience.

Transitioning to a customer landscape impacted by voice and visual search requires thoughtful strategy from businesses. An important initial step involves making sure online content is indexable by voice and visual search databases, improving the website’s SEO.

 

Picture: A consumer using visual search to identify a book

A large part of optimizing for voice search includes adding structured data to the site, allowing voice assistants to easily understand and retrieve the site’s content. Implementing high-quality images and videos is also significant when optimizing for visual searches; utilizing proper naming, alt texts, and descriptions ensures search engines accurately identify and rank the visuals.

A 2023 report by Forrester Research projected that in 2024, half of all searches will rely on either voice- or image-based methods. This prediction underscores the incredible opportunities these search types present for businesses, positioning them as key components of future customer experience (CX) strategies.

Recognizing the need for visual and voice search optimisation efforts rests on understanding your customer behaviour. If your target demographic is increasingly using voice assistants and their search queries generally involve asking questions, adopting a voice and visual search strategy is likely beneficial. Moreover, businesses dealing with highly visual products like fashion or interior design would significantly benefit from incorporating visual search.

4. Enhanced ChatBot AI in Customer Service

Chatbots have come a long way in recent years, and in 2024, they are set to become even more sophisticated. Powered by natural language processing and machine learning algorithms, chatbots will be capable of providing more accurate, context-aware responses.

Even more impressively, the next generation of chatbots is now being linked with cutting-edge generative AI and language model learning (LLM) technology, which will vastly enhance their ability to provide speedy and insight-rich responses. These advances mean businesses can leverage chatbots to proactively engage with customers, delivering personalised recommendations and targeted promotions.

As we move further into the digital age, chatbots are becoming an integral part of customer experience strategies. No longer being confined just to providing customer support, they are now facilitating transactional tasks as well. From booking a hotel room to scheduling a mortgage consultation or even purchasing a new set of clothing, with the advancements in AI technology, chatbots will be capable of executing complex tasks seamlessly.

While chatbots have become more sophisticated in recent years, there are still instances where human interaction may be necessary. For complex or sensitive issues, customers may prefer speaking to a real person who can provide empathy and understanding. It’s important for businesses to strike a balance between chatbot automation and human support to ensure a positive customer experience.

5. The Continuing Rise of Social Commerce

Undoubtedly, the intersection of social media and e-commerce, known as social commerce, will gain significant momentum in 2024. Platforms such as Facebook and TikTok are at the forefront of this merger, allowing brands to create engaging content, showcase their products, and facilitate easy purchasing experiences directly from posts and ads.

Picture: An example of products advertised on TikTok

For instance, Facebook’s Marketplace feature allows businesses operating in the e-commerce and retail, automotive, and real estate industries to tag their products in posts, leading consumers directly to the purchase page.

Similarly, TikTok’s Shopping feature allows viewers to seamlessly buy products featured in videos. This integration creates an exceptional customer experience by bridging the gap between product discovery and purchase, allowing businesses to capture potential customers where they spend a significant amount of their time.

6. Emotional Intelligence in Real-Time

As we advance into 2024, the role of understanding and catering to customer emotions in delivering premium CX cannot be overstated. Businesses are anticipated to take advantage of real-time sentiment analysis features, an innovation in emotional analytics technology.

This will empower companies to measure, comprehend, and react effectively to customer emotions as they unfold. The actionable insights drawn from the emotion data will enable businesses to tailor experiences that deeply connect with customers, ultimately fortifying loyalty and fostering long-term relationships.

7. Predictive Customer Care: Forecasting for the Future

As we look ahead to 2024, businesses are forecast to utilise a predictive and proactive strategy in providing customer service, leveraging advanced AI and data analytics capabilities. This approach involves monitoring customers’ behaviour patterns and histories, enabling businesses to anticipate their needs and address potential issues before they even arise. Such an evolution in customer service aims to elevate the customer experience by shifting from a reactive stance to a proactive one.

AI-assisted analytics will play a significant role in this transformation, enabling the early detection of potential complexities based on customer activity trends. This early warning system allows businesses to proactively resolve issues, possibly averting any adverse customer experiences.

Beyond issue resolution, this anticipative method of customer service can amplify customer loyalty. When businesses proactively address their needs without explicit requests, customers feel valued and understood. This strategic shift in customer service doesn’t merely maintain business-client relationships but can enhance them, fostering prolonged and positive interactions.

To learn more about the data behind forecasting for CX and workforce management, click here to watch an enlightening presentation from our very own Data Scientist, Murtaza Hussain.

8. Customer Health Scoring

Customer health scoring is one of the key CX trends to observe in 2024. Emerging from the realms of customer relationship management (CRM) and customer success management (CSM), customer health scoring involves the utilisation of data analytics and artificial intelligence to assess the status, health, and potential longevity of a customer relationship.

How Customer Health Scoring works

Businesses leverage data gathered from various customer touch points along with advanced algorithms to generate a numerical score or rating. This score represents the ‘health’ of a customer relationship. Integral aspects contributing to this score include interaction frequency, transaction volume, product usage, and customer feedback.

Potential Practical Applications

  1. Preemptive Problem Solving: By monitoring customer health scores, businesses can potentially identify downward trends and tackle issues proactively before they escalate into larger problems or loss of customers.
  2. Customer Retention: With the insights derived from health scores, organisations can formulate targeted retention strategies to maintain their most valuable customers.
  3. Better Resource Allocation: Understanding the status of various customer accounts allows companies to allocate their resources more effectively, giving attention to those who need it the most.

Fundamentally, these customer experience trends for 2024 highlight the complexity and continuous advancement of customer interactions in the current digital era.

Through the adoption of these trends, businesses have the opportunity to not only elevate their customer experiences but also boost their operational performance.

To find out more about how Connex can give your company the resources it needs to succeed in 2024, click here to schedule a demo of our CX platform.

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