🚀 Customer Experience & Business Transformation Leader | Driving Growth Through Innovation.📈 I help you deliver Triple Crown benefits, Revenue Growth, Cost Reduction and Service Uplift ✨Simultaneously✨
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?
