Andrew Lee’s Post

The 10 hottest Customer Experience trends for 2024? 🤔 We asked Steven Van Belleghem 😎 🌐 The Era Of Search 3.0 - Ultra-personalized search experiences 🤖 Personalization At Scale - Customization through generative AI for enterprises 😊 High-Value Customer Service Agents - Emphasis on empathetic human interactions 🤝 Effective Empathy - Turning feedback into action promptly for improved CX 🕶️ Augmented Reality’s Big Breakthrough? - Anticipating the impact of AR technologies 👥 When HR meets CX - HR's role in shaping a customer-centric culture 🌱 CX for Life - Brands mapping customers' life journeys and addressing frustrations 🌍 CX for the World - Brands contributing to global solutions and addressing challenges ♻️ Preloved is hot - Growing trend of secondhand markets and sustainability 🕵️♂️ Friction-hunter CEOs - CEOs actively addressing small frictions for better CX. To read the full article, click on the link in the comments 👇👇👇 #CustomerExperience #CX #Innovation #Trends2024

Just a few hours to go for the much-awaited "Elevate Your CX: Office Transformation, Employee Experience, AI, and Sustainability" webinar organized in collaboration with Cisco. Join us to gain insights from our experts about crafting exceptional customer journeys, where the synergy of customer experience (#CX), employee experience (#EX), and #AI drives innovation for organizations. Secure your spot here: https://bit.ly/3PaJBr2 #NTTAPAC #BPO #CustomerExperience #EmployeeExperience

At the end of each year, I like to take some time to think about what I believe will be the most significant Customer Experience trends in the coming months. Amidst all the hot technology trends of the moment (yes, I will take some time to write about generative AI, of course), I believe that humans will not be replaced by them but greatly augmented when it comes to helping our customers. Human characteristics will evolve towards managing complex (emotional) situations. Tech, and AI in particular, will help companies personalize and solve problems at scale, but your human CX ambassadors and your human CX culture will remain your beating heart. So these are my top 10 customer experience trends for the coming year. You can find the long read with all details in the first comment of this post. The video will be published by the end of next week. Keep an eye on my YouTube channel! 1. The Era Of Search 3.0 2. Personalization At Scale 3. High Value Customer Service Agents 4. Effective Empathy 5. Augmented Reality’s Big Breakthrough? 6. When HR meets CX 7. CX for Life 8. CX for the World 9. Preloved is hot 10. Friction-hunter CEOs #CX #customerexperience #CXTrends #trends24 #trends2024

What is the current CX state of play according to #gartner and #forrester ? #cx #customerexperience #xm #innovation Forrester and Gartner, two top research and advisory companies, presented their insights on the customer experience (CX) trends for 2024. Here is a quick look at what they had to say: Forrester calls attention to what they term “human + AI” integration, being a game changer in how customers and businesses relate. They anticipate that the traditional customer lifecycle will shift to boundless experiences where empathic, trustful, and emotional connections take centre stage. Forrester suggests that leaders who can align CX, digital, and marketing to harness the power of human + AI will create differentiated value for customers. In addition, Forrester also predicts an uptick in mean global CX scores next year for the first time in three years owing largely to generative AI in contact centers that addresses employee experience gaps responsible for shortfalls in CX delivery Gartner states that in 2024, leaders of customer service will be focusing on customer journey analytics, self-service, and generative AI-powered agent assist. These priorities indicate a wider move towards using technology for better customer service provision. What do you think? What might they be missing? Do they have the full picture?

First EX, then CX -> what do you think? Today, I was at the CX summit of Capgemini. Very interesting and inspiring speakers about how to improve customer experience (CX). AI and data was a red thread throughout all sessions. Cool tools and models, great examples. However I kept thinking, in most organizations employees do not even know how to use and exploit the standard digital workplace tools. Attaching a document to an email is still quite standard. How is CX going to be improved if employees do not have the digital skills to use AI and other emerging technologies? If they do not learn how to work more efficient? If they do not trust it? How would they support the customer? So my plead: combine the two and start with nailing Employee Experience (EX) first. Companies who did this outperformed competition with 147% #employeeexperience

Got 45 minutes? ⏰ Get CX predictions insight to navigate genAI and unleash revenue-generating ✔️ digital, ✔️ customer, and ✔️ employee experiences. Register today! #professionalservices #consulting #CX #CXStrategy #Forrester

Had an amazing time at the 13th edition of CX Strategy Summit, where industry leaders delved into the latest trends shaping customer experiences! I would like to share some of the key highlights from the summit i) Omni-Channel Experience: Exploring the seamless integration of channels for a consistent journey across platforms. Customers today expect a unified experience, and this topic really highlighted the importance of delivering just that. ii) Technology and CX: A deep dive into how technology is revolutionizing customer experience. From AI-driven chatbots to personalized recommendations, it's clear that innovation is driving meaningful connections. iii) From experience to delight: The approach demonstrated how every touchpoint can be critical and understanding the importance of emotions through data can guide businesses to create moments that resonate deeply. iv) Elevating Customer Centricity with Gen AI: The session unveiled strategies that elevated customer-centricity to new heights using generative AI. Their visionary methods demonstrated how AI can sculpt personalized journeys that resonate deeply Also great to hear from Narayan Keshavan who gave us extraordinary insights on how data-driven perspectives can sculpt transformative customer journeys. Huge gratitude to the organizers UBS Forums Pvt. Ltd. for curating such a thought-provoking event and to fellow attendees for the engaging discussions. Privileged be part of such insightful discussions that are shaping the future of CX! #CXSummit #CustomerExperience #Customerengagement #delltechnologies Kavita Mehra P Vikram Manikantan Padma Velu Rohit Nambiar Pradeep Herle Senduran Ravindran

We are super excited to be involved in this amazing session. If your company is about to start transformation, mid point, or at the crossroads between the two, this essential listening. We will talk about the 5 steps to make your transformation a success. No theory either, actual real world examples from a migration carried out across all continents. Whether you are a small, medium or large company come and join us. #cx #ccaas #transformation

Our 2024 Consumer Trends Report further validated that legacy listening programs alone are no longer enough and businesses struggle to balance digital and human interactions. This session outlines an actionable roadmap to leverage emerging technologies – like AI – to deliver bottom line impact in 2024. #qualtrics #Customerexperience #CX #airlinesexperience

Just a few hours to go for the much-awaited "Elevate Your CX: Office Transformation, Employee Experience, AI, and Sustainability" webinar organized in collaboration with Cisco. Join us to gain insights from our experts about crafting exceptional customer journeys, where the synergy of customer experience (#CX), employee experience (#EX), and #AI drives innovation for organizations. Secure your spot here: https://bit.ly/3PaJBr2 #NTTAPAC #BPO #CustomerExperience #EmployeeExperience