74% of consumers believe that AI improves the efficiency of Customer Service. And 59% of consumers feel that companies have lost the human touch in the consumer experience.
Organizations have focused on customer experience (CX) for a long time. However, as the world changes quickly and customer needs evolve faster than ever, there is a growing need for organizations to update and improve their CX strategies to keep up. In this article we introduce five Customer Experience trends have been evolving during 2024:
Customers demand simpler yet higher-quality interactions. As technology advances rapidly, generative AI emerges as the frontrunner. Hyper-personalization, dynamic content creation, and customer-centric support are key!
In the ever-evolving world of CX, generative AI takes the lead and changes the game. In 2024, it's about fully understanding the opportunities of successful generative AI and implementing initial use cases throughout the customer journey.
Generative AI makes CX easier and simpler - a fresh CX approach customers have longing for. This creates a new dimension in CX strategy:
71% of consumers expect personalized content from businesses.
Deeper personalization isn't just a differentiator; it's a game-changer. It elevates brands. Whether it's the most suitable offer, a tailor-made answer to a question, the adaptation of the after-sales service journey or proactively providing information customers might have sought themselves, the personalized customer experience ensures simpler, higher-quality interactions, that are customer-centric!
The #personalisation must be integrated into every link of the company, as an overall strategy.
59% of consumers believe that companies have lost the human touch in customer experience.
Strengthening emotion in customer experience is more crucial than ever for businesses. Emotions play a significant role in shaping our perceptions and interactions. They can colour our experiences, impact our decisions, and even affect our relationships. Whether it’s the joy of a shared moment or the empathy we feel for others, emotions are a powerful force 🌟
Indeed, emotions...
For businesses, this requires understanding the sentiments and behavioural patterns throughout the customer journey.
61% of customers are excited about engaging with immersive experiences.
Technologies enabling these experiences, such as virtual reality, augmented reality, filters, or the metaverse, aren't merely trends; they now serve as gateways into the brand's universe. They invite consumers to dive deep into your brand's world, fostering unparalleled connections.
Immersive experiences bring the benefits of digital commerce into physical stores, blurs the boundaries between the physical and digital worlds, resulting in a seamless and enhanced customer experience.
Immersive customer experiences serve as a key differentiator, engaging the senses and emotions of customers at every touchpoint.
70% of customers consider it important for companies to act ethically and sustainably. Yet 57 % of customers believe that companies do not do enough to limit their environmental and social impact.
Consumer habits are indeed evolving, with a marked preference for quality over quantity. The growing interest in upcycling and the surge in second-hand markets highlight a significant shift in buying behaviors. These trends reflect a broader movement toward more informed choices, where consumers are increasingly investing in products that promise not only immediate satisfaction but also long-term savings and benefits.