CX Trends 2024
We are facing a seismic shift in the world of customer experience with rapid advances in artificial intelligence, data analytics, and other emerging technologies shaking the foundations of our industry. Companies are rethinking the structure of everything from their technology stacks to their teams. Within a few years, these forces will radically transform the fundamental connection between customers receiving support and the organizations delivering it.
This is new terrain for all businesses. Understanding the challenges and opportunities, and planning accordingly, will bring you many benefits. From greatly reduced CX costs to telephone number identifier philippines greater customer affinity, the era of intelligent CX will deliver a new level of connection between customers and the organizations they buy from.
At Zendesk, we think deeply about customer experience and how to improve it for all parties involved. Now in its sixth edition, our annual CX Trends report is our biggest and most important yet. We’ve identified ten distinct trends to help you navigate the road ahead. They’re divided into three areas of innovation:
AI and intelligent experiences
Reliable data and experiences
Immersive and next-generation experiences
AI and intelligent experiences
The best customer experience is one with a personal touch. Some 4,500 global CX leaders told Zendesk they expect generative AI to accelerate the delivery of more humanized journeys — ones that leverage data to make care feel personal and interactive.
70% of CX leaders plan to integrate generative AI into many of their touchpoints in the next two years.