CUSTOMER EXPERIENCE TRENDS FOR 2024

Summary

The video script outlines 10 customer experience trends for 2024, highlighting the transformation of search on websites, personalization at scale, the rise of AI-powered customer service agents, and the importance of effective empathy. It also predicts the breakthrough of augmented reality, the strategic role of HR in building customer culture, a shift towards life-focused customer experiences, the growth of the secondhand market, and the need for CEOs to become 'friction hunters' to improve customer experience.

Takeaways

• 🔍 **Transformation of Search**: Search on websites will evolve into conversational bots that provide detailed information based on user descriptions, moving beyond traditional keyword searches.
• 🤖 **Personalization at Scale**: AI will enable a new level of personalization, potentially replacing apps with personal agents for banking, food coaching, and language learning, enhancing the customer experience.
• 📹 **Personalized Video Content**: Companies will create millions of personalized videos, catering to individual preferences, revolutionizing marketing and customer engagement.
• 💡 **High-Value Customer Service Agents**: The role of human customer service agents will shift to handling complex, emotional interactions, as AI bots take over the majority of customer service interactions.
• 🧡 **Effective Empathy**: The combination of fast feedback loops and quick action will become a crucial customer experience skill, emphasizing the importance of small, impactful changes.
• 🚀 **Augmented Reality Breakthrough**: The release of devices like Apple Vision Pro will drive the creation of new applications, enhancing shopping experiences and entertainment options through AR.
• 🎯 **Strategic HR Involvement**: HR departments will play a key role in creating a strong customer culture by focusing on hiring, employee experience, and facilitating customer connections.
• 🌿 **Sustainability and Secondhand Markets**: The pre-loved market will grow, offering consumers sustainable and affordable options, prompting businesses to engage with this trend meaningfully.
• 👥 **CEOs as Friction Hunters**: CEOs are encouraged to personally experience their products and services to identify and eliminate friction points, leading to significant improvements in customer experience.
• 🔐 **Building Trust**: Businesses must reinforce the trust customers have in them by demonstrating genuine care and providing extreme customer-centric experiences.
• 🌟 **Customer Experience for Life**: Organizations should focus on creating value in customers' lives beyond transactions, aiming to be partners in life, contributing to their well-being and daily convenience.

Q & A

What significant transformation in website search is expected in 2024?

In 2024, the search on websites is expected to undergo a complete transformation with the introduction of conversational bots. Instead of traditional keyword searches, users will provide detailed descriptions of the information they seek, and the AI-powered bots will deliver highly targeted results based on these descriptions.

How is the philosophy of search changing with the advent of AI?

The philosophy of search is shifting from keyword-based queries to more conversational and detailed requests, facilitated by AI and machine learning. This change aims to provide users with more precise and personalized search results, moving beyond the endless lists of items to a few specific recommendations based on user input.

Can you provide an example of a company that has implemented conversational search?

Instacart is an example of a company that has implemented conversational search. Users can describe their specific needs, such as having guests over with dietary restrictions, and the system recommends suitable products without the user having to sift through extensive lists.

What is the prediction for personalization at scale in 2024?

The prediction for 2024 is that personalization at scale will become a reality, thanks to AI. We will move towards a world where agents, rather than apps, will provide personalized services tailored to individual needs, such as banking agents, food coaches, and language teachers available 24/7.

How will video content evolve with the advancement of personalization technology?

With the advancement of personalization technology, companies are expected to create fully personalized video content. Instead of a few generic video productions, there will be millions of personalized videos catering to individual preferences, creating a new level of marketing opportunities and customer engagement.

What is the prediction for human interaction in customer service in the future?

The prediction is that in the future, only 1% of customer service interactions will involve humans, with the remaining 99% being handled by AI bots. These bots will be of high quality, providing convenient and empathetic customer service, leaving human agents to handle the rare, emotionally complex cases.

What is effective empathy and why is it a crucial customer experience skill for 2024?

Effective empathy combines fast feedback loops with fast action loops, ensuring that customer feedback is acted upon swiftly. It is crucial because customers expect their feedback to lead to tangible changes, and companies that can provide this responsiveness will meet market needs and build stronger customer relationships.

What is the significance of the Apple Vision Pro in the context of augmented reality?

The Apple Vision Pro is anticipated to be a breakthrough in augmented reality, providing a platform for the community to create innovative applications. It is expected to enhance shopping experiences and entertainment options, though it is noted to be expensive and may not represent the final form of augmented reality devices.

How can HR departments contribute to building a strong customer culture?

HR departments can contribute by hiring individuals with customer experience potential, creating culture and workflows that support a customer-centric mindset, facilitating frictionless employee experiences, focusing on employee well-being, and ensuring employees have opportunities to interact with customers. This helps in creating a strategic partnership in fostering a strong customer culture within the organization.

What is the concept of 'customer experience for life'?

The concept of 'customer experience for life' involves shifting the focus from being customer-centric to life-centric, aiming to create positive change and value in the lives of customers beyond just selling products or services. This approach seeks to build deeper relationships with customers by contributing to their overall well-being and daily life improvements.

Why is trust in businesses important for customer experience?

Trust in businesses is important because it reinforces the belief that companies act in the best interest of their customers and society as a whole. High trust levels can lead to increased customer loyalty and reliance on the business, which is crucial for maintaining a strong customer base and a positive brand reputation.

What is the significance of the secondhand market in the context of customer experience?

The secondhand market, or pre-loved market, is significant as it offers customers a sustainable and cost-effective alternative to new products. This market trend aligns with the growing consumer demand for sustainability and affordability, providing a unique opportunity for businesses to enhance their customer experience by participating in and supporting this market.

What is the recommendation for CEOs to improve customer experience?

CEOs are encouraged to become 'friction hunters' by personally experiencing their own products and services. This hands-on approach can lead to the discovery of areas for improvement, resulting in small but significant changes that positively impact the customer experience.