Your biggest CX predictions for 2024 - asking the experts

2024 has started no differently to all the years that came before it - with change happening slowly, then all at once. As an industry that solely focuses on customers, it’s no surprise that the CX sector ebbs and flows with the latest trends - but what are the biggest ones that will define this year?

You’ve already heard a lot about what we think on the subject in the past, so we’ve started a new podcast series - CX24 - where we’ve interviewed some of the biggest names in the industry to find out what they think about where we’re heading.

So keep an eye out on our LinkedIn, YouTube, or sign up to our RSS feed over the coming weeks as we release exclusive insights from thought leaders in highly regarded companies such as NICE, Ascensos, and Daktela as they delve into what’s driving them this coming year.

And to give you a taste of what’s to come, we’ve picked 5 of the highlights from the conversations we’ve had for you below.

1) Recession scaremongering subsides - the threat of a recession has loomed large over organisations, forcing them into short-term fixes rather than large scale transformations. However with shoots of recovery beginning to show, our experts believe we may start to see some dominos fall - with companies finally pulling the trigger on CX improvements they sorely need.

2) Premiumisation of voice - in the same way streaming channels have begun to introduce premium ad-free memberships for their users, we may see organisations begin to explore this avenue themselves. With the ‘premiumisation’ of voice continuing to explode - will the future involve customers paying extra in order to unlock the phone channel, with others needing to settle for digital solutions? As shared in Peter Ryan’s own 2024 trends article.

3) Consolidation and synergies - a common prediction from all our experts was that there will be merging technologies in the coming year to help take advantage of the synergies between them, as well as navigating a new market landscape. Whilst this could lead to some upheaval, it could also lead to an outcome of far better singular visions within CX departments.

4) AI will start to settle into its groove - we know AI has been the buzzword to end all buzzwords in the industry for a few years now with it being implemented in every area from knowledge bases, chatbots, to the further improvement of the voice channel. However our experts believe this is the year that proper use cases for AI are defined, with those driving real value becoming critical (like voice isolation of course), and the others falling by the wayside as the hype dies down.

5) Voice will continue to be king - although AI-driven chatbots and self-serve options continue to improve, there will always be a large percentage of conversations that require a phone call. Whether it's a sensitive conversation, or a vulnerable customer - a clear and honest chat with another human is irreplaceable. So any indication of budgets falling in this area are misguided.

Hopefully these hot-takes have tickled your fancy for our upcoming CX24 series. Watch the full, in-depth interviews with thought-leaders like Nerys Corfield and William Carson from Ascensos over the coming weeks by following us on LinkedIn, YouTube, or our RSS feed.

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