The CX Podcast · 2023-12-07 · 21 min
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!43 / 100CX 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!