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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CX Trends 2024: Top 6 Customer Experience Predictions

CX Trends 2024 - Augmented and Virtual Reality Experiences

Step into the future of Customer Experience (CX) Trends 2024! Businesses face a pivotal challenge: to elevate their customer experience strategies. Staying ahead requires proactive preparation. Join us as we explore six upcoming CX trends that are reshaping the landscape of how businesses interact with their customers.

Table of contents:

Top 6 CX Trends for 2024

#1 Hyper-personalisation becomes standard 

In 2024, hyper-personalisation will take centre stage. Companies are diving deep into customisation by leveraging the power of Artificial Intelligence (AI) and data analytics to offer highly tailored experiences. From personalised product recommendations to individualised marketing strategies, those who don’t will risk trailing behind those who have a better understanding of their brand through the customer’s eyes. To stay on top, employing customer journey mapping will be critical, allowing you to easily identify opportunities that enable you to provide exceptional customer experiences where it matters most. 

#2: AI integration as CX Trend in 2024

We believe Artificial Intelligence (AI) will be further utilised by businesses to seamlessly integrate into customer experiences. We expect to see more advanced use of chatbots, voice assistants, and predictive analytics. This means that AI won’t merely handle routine inquiries but will be able to predict customer needs, providing proactive assistance in real-time – without putting any extra burden on existing resources. We can see this most keenly in one of insight6’s long-time partners, Moneypenny, who’ve perfected the art of giving businesses large or small brilliant people superpowered by technology, to capture every opportunity and deliver outstanding service on your behalf.

#3: Ethical CX and privacy concerns 

With increased data collection and personalisation, ethical customer experience practices and data privacy will be put firmly in the spotlight. Companies will need to transparently communicate how they use customer data, ensuring processes align with evolving privacy regulations. Recent insights from the Institute of Customer Service’s recent Satisfaction Report show that more than half of the organisations in the UKCSI have received lower customer satisfaction than they did a year ago. Highlighting the growing importance of prioritising ethical practices when it comes to ensuring a satisfactory customer experience.  

#4: Virtual and Augmented Reality Transformations 

Forbes predicts that AR and VR will enhance customer experiences in 2024. They’ll also boost business visibility in competitive markets, leading to higher loyalty, engagement, and profits.

VR and AR technologies will find broader applications in enriching customer experiences in 2024, especially in e-commerce and remote services. From virtual product try-ons to immersive shopping experiences – and AR-powered customer support – these experiences will become integral to delivering the next-level interactions that consumers demand. Interactive product catalogues enabled by AR technology allow customers to see products within their environments, enabling them to understand more about size and fit. VR on the other hand places users in an entirely digital environment that completely shuts out the real world, revolutionising the way businesses engage with and interact with customers.

#5: Sustainability-driven experiences

Customer consciousness about sustainability is on the rise – and rightly so. In 2024, companies will need to match this energy and prioritise eco-friendly practices across products, services, and operations, making environmental responsibility a core element of the customer experience. According to Deloitte, a quarter of consumers are prepared to pay more for sustainability. This includes paying more for sustainable products and packaging and choosing for products from suppliers that respect human rights or commit to ethical working practices. This trend reflects a growing awareness and commitment to meeting customers’ expectations for sustainable and responsible business practices across the board. 

#6: Real-time feedback & instant resolution

The advancement of real-time feedback tools empowers customers to share instant reviews and suggestions. In response, companies must prioritise swift issue resolution, employing automated systems to address concerns promptly. Through insight6’s total feedback solution, instant insight, you gain actionable insights from both customers and employees. You can analyse real-time feedback, benchmark against competitors, and improve your offerings. By consistently measuring customer satisfaction and loyalty, businesses can foster ongoing improvement, adapting to evolving demands and driving sustained growth. 

Using instant insight will:  

âś“ Help you gain customer feedback.   

âś“ Allow you to gain employee feedback.   

âś“ Analyse/report on real-time feedback.   

âś“ Obtain actionable comments.   

âś“ Improve your products and services.  

âś“ Benchmark against your competitors.   

âś“ Increase positive online reviews. 

Discover the power of feedback with instant insight our total feedback solution.

Summary: CX Trends 2024

As we look ahead, these customer experience trends will redefine industry standards. Plus, they present lucrative opportunities to create memorable and meaningful interactions. Stay ahead of the curve, embrace innovation, and make 2024 a year of unparalleled customer experiences. Get in touch with insight6 today for a no-obligation chat. Or, reach out to request a demo and see how instant insight can transform your business.  

Interested to know more? Sign up for the insight6 newsletter and stay up-to-date with everything you need to know to improve your customer experience.