Expert Opinion: Tech trends shaping CX in 2024

CX director at customer experience specialists, insight6, Chris Lowe, explores the emerging technologies and tech trends that are changing CX in 2024.

The customer experience (CX) is undergoing a profound transformation. The integration of generative AI in marketing technology, as highlighted on FinancialExpress.com, is a game-changer. Evolving technology enables businesses to achieve unprecedented personalisation, tailoring interactions to individual preferences and behaviours.

Our look at CX Trends 2024 emphasises the importance of staying ahead and examines predictions for creating exceptional customer experiences in the future. Let’s explore CX’s top tech trends to understand how companies adapt to the digital era’s demands.

What are the top tech trends shaping CX?

#1 Hyper-personalisation

Hyper-personalisation with AI and data analytics will be critical in shaping the customer experience (CX). From individualised marketing to custom product recommendations, businesses not embracing this trend will fall behind.

#2 Artificial Intelligence

Artificial Intelligence (AI) goes beyond routine enquiries, predicting needs for proactive real-time assistance. We expect to see more advanced use of chatbots, voice assistants, and predictive analytics as a tech trend shaping customer experience (CX).

#3 Augmented and Virtual Reality

Computer World anticipates a significant year for Augmented and Virtual Reality (AR/VR) in 2024, with an influx of new devices entering the market poised to boost these technologies. However, widespread adoption may still face some delays.

From virtual product try-ons to immersive shopping experiences, AR and VR are tech trends shaping customer experience at a new level. It will be integral to delivering the next-level interactions that consumers demand.

Continue reading about how insight6 recommend implementing new technology to deliver a better customer experience on their website.