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