6 Customer Experience Trends for 2024
Posted: Mon Jan 20, 2025 5:45 am
Ensuring the best customer experience: this has been a latent demand in the market, considering the changes in consumer habits that have come to value quality of service, even more than financial aspects. Therefore, the best way to deal with this new scenario is, without a doubt, to invest in Customer Experience (CX).
Thiago Gomes, Director of Customer Success and Products at Pontaltech, highlights that the role of CX is to act as a guardian throughout each customer's journey. After all, considering that it is no longer price that determines preference, but rather service, this area is responsible for showing consumers your products and services, as well as ensuring a positive experience throughout the process.
It is no wonder that Customer Experience is a profitable finland whatsapp data strategy for organizations. According to a study by the Temkin Group, investing in customer experience can generate an average increase in revenue of US$823 million over three years for companies that earn up to US$1 billion in annual revenue.
The executive emphasizes that it is essential that, for CX to reach its maximum effectiveness, organizations adopt effective measures, as well as be aware of market trends for the next year. Thiago highlighted six of them:
Generative AI:
The expectation is that, in the coming year, discussions about this technology will become increasingly intense. After all, we are still just beginning to see the full potential that this resource has to offer us. This certainly benefits CX, since, through AI, it becomes possible to personalize services, meeting the profile of each customer.
Customer Journey:
In recent years, organizations have sought to increase their focus on the customer journey, taking into account their differences, including social and demographic issues. This mapping should occur from the first contact to the post-sale, in order to understand the points of interaction and opportunities for engagement. Throughout this process, the use of AI is essential, given that technology effectively helps to obtain data and information, improving the relationship between the brand and the customer, eliminating friction and enhancing the results of interactions.
Branding:
There is no point in having technology and a well-mapped journey if the company does not have a strong brand. Having branding aligned with the value proposition and customer profile is essential to create an effective and results-focused discourse. And, when it comes to companies that communicate with a large and diverse audience, the challenge is to communicate with different profiles, without leaving aside personalization, which will make all the difference in the relationship with the customer.
Channels:
We live in the omnichannel era, where each customer has their own preferences. Therefore, it is necessary for the company to seek to expand its presence in the most diverse types of media to use them to its advantage, always ensuring effective contact, regardless of the medium in which it occurs. Whether through a physical store, WhatsApp, SMS, RCS, bots or even email, it is up to the organization to provide the best service, even when the contact starts in one channel and continues to another.
Hyper personalization:
Offer the right option, at the right time and in the right place. More than making the customer feel exclusive, hyper-personalized actions generate much better results. With the support of AI, it is possible to offer this in a much simpler way, since the tool structures data, tracing the preferences of each profile – which would be humanly impossible without the support of technology.
Thiago Gomes, Director of Customer Success and Products at Pontaltech, highlights that the role of CX is to act as a guardian throughout each customer's journey. After all, considering that it is no longer price that determines preference, but rather service, this area is responsible for showing consumers your products and services, as well as ensuring a positive experience throughout the process.
It is no wonder that Customer Experience is a profitable finland whatsapp data strategy for organizations. According to a study by the Temkin Group, investing in customer experience can generate an average increase in revenue of US$823 million over three years for companies that earn up to US$1 billion in annual revenue.
The executive emphasizes that it is essential that, for CX to reach its maximum effectiveness, organizations adopt effective measures, as well as be aware of market trends for the next year. Thiago highlighted six of them:
Generative AI:
The expectation is that, in the coming year, discussions about this technology will become increasingly intense. After all, we are still just beginning to see the full potential that this resource has to offer us. This certainly benefits CX, since, through AI, it becomes possible to personalize services, meeting the profile of each customer.
Customer Journey:
In recent years, organizations have sought to increase their focus on the customer journey, taking into account their differences, including social and demographic issues. This mapping should occur from the first contact to the post-sale, in order to understand the points of interaction and opportunities for engagement. Throughout this process, the use of AI is essential, given that technology effectively helps to obtain data and information, improving the relationship between the brand and the customer, eliminating friction and enhancing the results of interactions.
Branding:
There is no point in having technology and a well-mapped journey if the company does not have a strong brand. Having branding aligned with the value proposition and customer profile is essential to create an effective and results-focused discourse. And, when it comes to companies that communicate with a large and diverse audience, the challenge is to communicate with different profiles, without leaving aside personalization, which will make all the difference in the relationship with the customer.
Channels:
We live in the omnichannel era, where each customer has their own preferences. Therefore, it is necessary for the company to seek to expand its presence in the most diverse types of media to use them to its advantage, always ensuring effective contact, regardless of the medium in which it occurs. Whether through a physical store, WhatsApp, SMS, RCS, bots or even email, it is up to the organization to provide the best service, even when the contact starts in one channel and continues to another.
Hyper personalization:
Offer the right option, at the right time and in the right place. More than making the customer feel exclusive, hyper-personalized actions generate much better results. With the support of AI, it is possible to offer this in a much simpler way, since the tool structures data, tracing the preferences of each profile – which would be humanly impossible without the support of technology.