The year 2024 and its customer forecasts! According to Forbes magazine (Adrian Swinscoe, 2023), here are some predictions for 2024 in terms of customer experience and satisfaction. What can you generally expect?
Economic conditions are still very tight for most customers, with price, value and budget savings being the three most important factors determining much of their behavior.
However, brands should not ignore sustainability, which is the growing factor in customers' decision-making process.
The physical store is expected to play an increasingly important role, but will also be evolving. Despite all the excitement and possibilities surrounding generative AI, employee experience will remain the number one priority for executives.
Meanwhile, the adoption of generative AI will continue apace. The insights gained from establishing generative AI use cases in contact centers will help solve challenges in other business areas.
Marketing teams are expected to become more efficient and productive. And on-site search should be overhauled (finally!).
However, security and trust issues will persist. Some of the concerns will be addressed through the development of business, industry and function-specific models and approaches.
Others will be addressed with an emphasis on governance and strengthening organizational skills.
But many organizations will struggle to prove the ROI of their investments in generative AI.
To truly benefit from these developments, organizations will need to get their data house in order and focus on both integration challenges and reducing their technological complexity. And the demand for talent will intensify.
Improve the customer experience
As Nikola Mrkšić, co-founder and CEO of PolyAI, explains: “Businesses will invest more in improving the customer experience through automation, with advanced generative AI models powering much of this effort to create more natural and more expressive interactions via high-performance chatbots. This will pose new risks associated with unregulated language models, requiring organizational efforts to develop AI competency centers across various business functions. »
We are talking about customer experience via AI on the consumer journey and the impact on satisfaction. AI allows a reliable and automated response for organizations entrusting it with tasks with low added value, but with high commercial stakes in terms of customer relations. Communication remains the basis and is essential for all organizational actions to improve the customer experience. A good customer experience must be defined as being a “reflection of the brand’s values and this, in an omnichannel logic. » We must therefore define a thoughtful and assertive positioning.
The customer experience begins with the first contact with the company and/or brand. The very first contact is called digital and must be the start of a sum of positive experiences. In 2024, there is a need to discover information supported by vast databases, increase personalization as well as efficiency of marketing efforts, streamline tasks (workflow), offer 24-hour customer support (online), deliver targeted marketing, understand customer concerns, offer predictive insights and finally, increase customer loyalty.
