It’s a wrap for 2023, but what’s in store for CX in 2024? In this episode, you’ll discover why CEO’s should all be friction hunters, how conversational AI can help you when you have vegan guests coming over for dinner … and why a personal visit from a customer service specialist might be in the cards. Explore 10 game-changing trends that will impact customer experience in the year(s) to come – and don’t forget to order my book ‘Diamond in the Rough’ if you’d like to go more in-depth.
Customer Experience Trends 2024:
Trend #1 The era of search
Trend #2 Personalization at scale
Trend #3 High-value customer agents
Trend #4 Effective empathy
Trend #5 AR breakthrough
Trend #6 When HR meets CX
Trend #7 CX for life
Trend #8 CX for the world
Trend #9 Preloved is hot
Trend #10 Friction Hunter CEOs
CX Update #20: customer satisfaction at Airbnb, building empathy and more!
CX Update #18: Mental flexibility, Victoria’s Secret and many more!
CX Update #17: customer loyalty, effective empathy and many more!
CX Update #16: Personal AIssistants, frontline staff and many more!
CX Update #15: Friction hunter, non negotiable rules and many more!
CX Update #14: Artificial empathy, opposing interests and many more!
CX Update #13: AI buying behavior, understanding customer feedback and many more!
CX Update #12: Communities, human skills and many more!
CX Update #11: New phase of personalization, the benefits of chatGPT and many more!
CX Update #10: Customer Experiences stories about Le Louvre, Disney and many more!
CX Update #9: The importance of micro decisions in cx, the never normal customer and more!
CX TRENDS FOR 2023: the rise of empowered CX, bright cx and more!
CX Update #8: The 90% tech experience, impact on the world with your customers and more!
CX Update #7: CX is NOT a Christmas Tree, The open door effect and more!
CX Update #6: Time to Tik-Tok'ise your interfaces, create a customer culture and more!
Interview with Alexis Lebedoff: Country director Meta Belgium
CX Update #5: Customer experience in times of high inflation, How lululemon is re-thinking customer loyalty and more!
CX Update #4: The power of moments, Web3 is NOT a pot of gold and the wait'o'graphers from Hilton
CX Update #3: customer benefits of web3, your influence horizon and more!
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