Tech Trends Shaping CX

Person holding a phone experience VR in CX.

Welcome to our exploration of tech trends shaping CX or the customer experience in 2024! In an innovative world, we explore how customer interactions are changing. Join us as we navigate the fusion of technology and tradition, redefining standout customer experiences in this tech-savvy age.

Table of contents:

How are tech trends shaping CX?

The customer experience (CX) is undergoing a profound transformation. The integration of generative AI in marketing technology, as highlighted on, 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. Discover how hyper-personalisation will take centre stage in delivering memorable experiences here.

🛍️ Example: The LEGO Store personalised mosaic maker experience represents the pinnacle of hyper-personalisation, turning every visit into an exclusive adventure. You can witness the captivating journey through Bricklover Brad's YouTube video.

#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). Learn more about how the integration of AI is set to enhance CX here.

🤖 Example: The e-commerce giant, Amazon, is a prime example of of using innovative AI. As well as its digital voice assistant Alexa, Amazon uses predictive analytics to recommend and ship items to customers before they even consider making a purchase.

#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. Read more on this trend here.

📱 Example: Apple aims to revolutionise the consumer electronics landscape with the groundbreaking Apple Vision Pro, featuring an unparalleled AR/VR interface that redefines connection, creation, and exploration.

How can I leverage CX methods to support these emerging tech trends?

Customer Journey Mapping

Navigating the intricacies of customer experience must begin with Customer Journey Mapping. Critically, it unlocks invaluable insights into online and offline touchpoints that shape the overall customer experience. However, while many businesses believe they provide a stellar customer experience, only a few of their customers feel the same.

  • Online and Offline Journey Touchpoints

In the digital age, the customer journey extends across various online and offline touchpoints, each playing a pivotal role in shaping perceptions. Identifying these touchpoints is crucial for understanding customer interactions and enhancing their journey.

  • Importance of Identifying Critical Moments

Positive touchpoints build trust and enhance the overall journey, while negative touchpoints can lead to frustration and potential customer churn. Skillful management of these touchpoints is crucial for crafting a cohesive and memorable customer journey.

Mystery Shopping

Customer Experience Reviews, or Mystery Shopping, transcend sectors, proving indispensable for businesses in professional services, automotive, retail, leisure, hospitality, and beyond.

  • Identifying Opportunities

Mystery Shopping is a strategic tool for identifying untapped opportunities within your industry. Our tailored approach reveals specific touchpoints in the customer journey where improvements can enhance customer satisfaction and revenue.

  • Benchmarking Excellence

In an ever-evolving world, benchmarking is critical to staying ahead. Mystery Shopping allows businesses to benchmark their customer experiences against industry standards, fostering continuous improvement and competitive advantage.

  • Compliance with Regulations

A robust CX strategy is essential in handling the complexities of evolving regulations. Mystery Shopping, primarily through video assessments backed by detailed reports, emerges as a vital tool for measuring, monitoring, and ensuring compliance.

We support forward-thinking automotive dealerships like Arnold Clark, Listers, and Lookers embracing mystery shopping to meet Consumer Duty regulatory demands.

🔍 In the past 12 months, we executed 23,760 Mystery Shops for 541 UK brands, providing constructive feedback to 78,520 team members. 

Instant Online Feedback

The more feedback you receive, the more empowered you become in steering your business towards success. Our instant insight solution goes beyond self-service alternatives, allowing you to analyse feedback from customers and team members at a profound level.

  1. Deep Analysis for Informed Decisions

Our instant insight solution empowers you to delve deeper into feedback, gaining valuable insights to enhance the customer experience and boost profitability—Analyse feedback on various criteria over time and benchmark against competitors within your sector.

  1. Guidance from Local CX Specialist

Backed by the support of a local insight6 CX Specialist, our solution ensures you are asking the right questions at the right time. Significantly, we can help interpret the results and offer guidance on managing behaviours and implementing necessary changes within your team.

  1. Boosting Positive Reviews

Instant online feedback refines your operations and serves as a catalyst for generating positive customer reviews. We streamline the process, publishing these reviews directly to your platform of choice, enhancing your online reputation.

We invite you to get in touch for a no-obligation chat or to request a demo of our online feedback tool’ instant insight’.

Witness how instant insight can revolutionise your approach to customer feedback.

Conclusion: Tech Trends Shaping CX in 2024

Our exploration of CX trends in 2024 reveals a transformative landscape where technology and tradition converge to redefine customer experiences. From hyper-personalisation and AI integration to the immersive potential of AR/VR, businesses must embrace these trends to stay competitive. As the landscape evolves, we invite you to explore how our solutions can shape the future of your CX strategies. Reach out for a no-obligation chat or request a demo of ‘instant insight,’ experiencing firsthand the power of insights turned into actions.

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