The year 2024 is just around the corner and the evolution of customer experience continues to gather pace. In this dynamic era, characterised by technological advances and changing consumer trends, ten trends are emerging that will shape the customer experience in 2024.
1. Hyper-personalisation: creating tailored experiences
Hyper-personalisation is no longer just seen as a buzzword but is becoming an indispensable element for companies that want to remain competitive. The wealth of customer data enables companies to create individual experiences – be it personalised product recommendations, tailored marketing communication or individual customer service.
The challenge is to strike a fine balance between personalisation and protecting customer privacy. In 2024, companies will increasingly rely on data-driven KPIs to provide personalised recommendations and exclusive offers based on previous interactions with their brand.
2. More voice interaction in the customer experience: from text to conversation
The dominance of voice-based interfaces in 2024 will not just be limited to the private sphere, such as Alexa, Siri and co. Customers will increasingly interact with companies via voice commands, whether for orders, support requests or information enquiries. This will require significant investment in voice-activated technologies and the optimisation of content for voice-activated search queries.
Voice assistance technologies will continue to grow in importance, accompanied by an increased presence of customer service agents. In 2024, companies will harness the combined power of voice assistance technologies and the expansion of call centres to provide an even more convenient and personalised customer experience.
3. Focus on the customer journey: building relationships, not transactions
Instead of isolated interactions, the focus is on the entire customer journey. Companies need to use a variety of tools to understand customer needs and continuously optimise the journey. A seamless, personally relevant and valuable experience is at the centre of this trend.
