The Top 4 Customer Experience Trends In 2024

the top four customer experienced Trends
in 2023
CX or customer experience is absolutely
top of most organizations agenda they
realize that customer experience drives
revenue and profitability in in
organizations and customer experience
will be a key Focus for technology
spending in 2023 as well so what I want
to do here is look at some of the key
trends at the same time this is a
snapshot there's so much more so check
out my articles or my book business
Trends in practice or subscribe to my
channel because there's so much more
content that I cover in all of these so
the first trend is about creating more
immersive experiences and leveraging the
metaverse we are talking about
experiences in any sense in the real
world in the digital world companies
like Gucci have done this really well if
you think about the retail environment
where you have to entice customers in
and offer them a real immersive
experience and in their Gucci garden and
floor current is not only a retail
environment but a museum and a
restaurant
we are also seeing the merging of the
digital and the real world in
entertainment at the moment in shows
like the one like Abba the Abba Voyage
I've talked about in this channel where
they appear as Holograms we are seeing
hybrid events now we organizations are
engaging their customers in new ways
bringing in augmented reality I've
talked about the the living wine label
example but also how employees
experience their world we can bring in
and change meetings to bring in Virtual
and virtual reality augmented reality
but also bring in the real to have
employee meetings that take place in
real forests in real environments they
might want to go for a walk along the
the seaside or in the virtual world and
even restaurants are now
bringing together the digital and the
real there's the sublimotion restaurant
this is a two-star mission and
restaurant run by Chef Paco rancero who
really delivers this immersive
experience with lights and projections
and sounds and smells bringing in
augmented and virtual reality and Brands
including Gucci Clarks and Spotify have
already staked their claim to land in
the most popular and emerging metaverse
platforms including video game worlds
such as roadblock and fortnite and
meanwhile purpose-built metaverse
platforms such as sandbox and
decentraland or meta Horizons are
approving increasingly popular with
everyone from JP Morgan to Pepsi Wendy's
and Fender what this means is that
customers need to completely rethink
their weight the way they offer
experiences to their customers and
employees
another massive trend is personalization
so and this goes beyond just
personalized marketing Deloitte research
has found that we're willing to spend 20
percent more for products that are
customized and personalized we also like
to feel as if we are involved in the
process of Designing and creating this
is why Brands like Nike and Adidas have
launched personalized about sneakers
that can can be completely customized
and Skin Care Brands like Clinique offer
personalized moisturizers and face
creams that are specifically tailored to
someone's skin tone in 2023 Technologies
such as Ai blockchain and 3D printing
are able to create physical and virtual
Goods that are completely customized and
exclusive to us both virtually and in
the real world so companies must look at
their opportunities for personalization
around any of their products and
services
conscious customer experience
the challenge at the moment is that we
need to balance price with being green
and sustainable lots of products have
this green premium we're actually buying
things are sustainable and more
expensive this is something that needs
to be addressed because consumers are
becoming more conscious we're seeing
this in the car World transition to
electric cars we're seeing this with a
reduction in plastic in my own family
we're trying to move from plastic
bottles for
soaps and shampoos to shampoo bars
and also we're seeing this in the
technology work cloud computing
providers now make sustainability a big
challenge because cloud computing is
using huge amounts of energy the same
for blockchain Technologies we've seen
some of these things being addressed
cloud computing providers becoming more
sustainable blockchain moving to more
sustainable protocols and we're seeing
lots of products where consumers are
really moving and understanding what the
impact is they are having from toilet
paper to the the amount of meat they're
they're consuming
what is really important is that every
company needs to review their own
products and make sure they are
sustainably made they need to review
their supply chains and they need to try
to measure their impact and the
reduction they can generate and then
communicate this to their customers as
well so they can make more informed
decisions
authenticity or keeping it real
building authenticity into Brands
customer experience means bringing in
human qualities that can really shine
through and this starts with leaders
that are allowed to take a stand and on
their values it also means organizations
leverage the employee voice so instead
of telling everyone exactly what they
can and can't say you let them speak
freely and for me an authentic workplace
equals an authentic customer experience
this starts from being honest around
customer service mistakes and being able
to put them right and it's all about
transparency from an environmental
perspective how companies use data all
aspects of of our business need to
become more transparent and for this I
think it's really important that
organizations review their own values
their purpose and their governance
processes around all of this
for me 2023 offers to be a really
interesting year that will bring many
customer experience challenges and
opportunities I've got a lot more
information on this channel on all of
these so if you want to dive deeper make
sure you subscribe