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12 customer experience (CX) trends to watch in 2024

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In 2024, customer experience trends build upon the groundwork laid in 2023 and before. The digital age has created increased opportunities for organizations to interact with the marketplace. Heightened customer expectations challenge businesses to stay on top of customer experience trends.

Changes in technology and customer needs make for a dynamic environment. Keeping up with CX trends is necessary for sustained, competitive success. The following CX trends for 2024 highlight critical factors impacting the business ecosystem, with a significant focus on the role of artificial intelligence.

Here are the CX trends we’re watching in 2024:

  1. Generative AI: The game changer in personalized CX
  2. Omnichannel evolution: Seamless interactions across platforms
  3. Smarter chatbots: Beyond basic queries
  4. Immersive CX: Engaging customers like never before
  5. Conversation intelligence: Understanding customers on a deeper level
  6. Customer journey: A more connected path to success
  7. Mobile CX improvement: Meeting customers where they buy
  8. Prioritizing security: A safer customer experience
  9. More self-service: Balancing self- and agent-supported opportunities
  10. Data collection: More emphasis on primary data gathering
  11. Buyer personas: More real-time adaptation
  12. Continuous agent development: Training, cross-training and reinforcement

12 customer experience/CX trends to watch in 2024

1. Generative AI: The game changer in personalized CX

2. Omnichannel evolution: Seamless interactions across platforms

3. Smarter chatbots: Beyond basic queries

4. Immersive CX: Engaging customers like never before

5. Conversation intelligence: Understanding customers on a deeper level

6. Customer journey: A more connected path to success

7. Mobile CX improvement: Meeting customers where they buy

8. Prioritizing security: A safer customer experience

9. More self-service: Balancing self- and agent-supported opportunities

10. Data collection: More emphasis on primary data gathering

11. Buyer personas: More real-time adaptation

12. Continuous agent development: Training, cross-training and reinforcement

CX trends to watch: Stay on top with RingCentral in 2024

The trends discussed here are shaping the CX landscape for 2024. Customer experience is a determining factor in business success in the digital age. Customers expect you to meet their demands for seamless, omnichannel interactions. Embrace these trends and seize the opportunities they offer to optimize your CX.

The best way to learn how RingCentral’s AI-first customer experience platform can boost your CX is to witness it firsthand. 

Explore RingCX

Originally published Jan 10, 2024, updated Jan 11, 2024

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