Welcome to 2024, fellow CXers! Looking back over 2023, we saw many interesting changes, challenges, and trends in our community. It’s got a lot of us thinking about what this year will bring.
We can tell you what it will bring in two words: growth and change. And it looks like a lot of that will be driven by – you guessed it – technology.
AI
AI is still the hot topic in CX – and in our recent newsletters. If you missed our earlier issues on AI in CX and Emotional AI, they’re available in our newsletter archive. (Depending on your screen size, you might need to scroll down to see the archive.)
Specifically, generative AI will be a factor in 2024. Some CX professionals are nervous about deploying generative AI in customer-facing situations, such as customer service chatbots. Instead, they may prefer to use non-gen ‘programmed’ AI chatbots. We’ve commented extensively about this recently; check out our blog articles on Limitless Capabilities – CX in the New AI World, Creating Long-Term CX Gains, and What Matters Most for our take.
The takeaway is that the CX industry can’t (and isn’t going to) ignore generative AI. We need to educate ourselves on the pros and cons and decide how we can use it responsibly and ethically.
Microinteractions in the customer experience
While AI might be getting most of the buzz, it’s not the only show in town. Focusing on customer interactions will also be big this year. As an industry, we’re following UX and getting more attuned to microinteractions – very tiny moments and movements that add up to a large part of the customer experience. As companies approach CX maturity, these microinteractions can set them apart from the competition.
You can read more in CIO Review’s article Integrating User Behavior for Customer Satisfaction and Engagement.
Hyper-individualized content
Personalization has been a huge part of the customer experience mandate for over a decade. However, one of the sticking points was how to scale content production and delivery to customers at different points of the journey across different channels. Creating that amount of content for each channel was enormously time-consuming and labor-intensive.
There’s a new trend to combat this: composable content. This method of creating, formatting, and delivering content allows customer-facing departments to repurpose the same piece of content across multiple channels – without having to rewrite emails, posts, and messages. It’s an exciting method to ensure that customers get the information they need where, when, and how they want it. Check out the article Composable content: The catalyst for composable digital experiences below for more details.
So, happy 2024 everyone! We’re looking forward to a year of continued growth, learning, and success for all our friends, clients, and partners!
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