Observed Signal · Dec 6, 2023 · Trend Report · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
AI and Omnichannel Trends to Define Customer Experience in 2024
This CMSWire article outlines expected customer experience trends for 2024. It highlights AI-driven hyper-personalization and machine learning to predict customer needs, seamless omnichannel integration across social, web, app and physical channels, and the rise of voice and conversational user interfaces. It also covers data privacy regulatory shifts, predicting that 75% of the world's population will be covered by modern privacy laws, and discusses predictive analytics and proactive engagement, with the global predictive analytics market projected to exceed $44.3 billion by 2030. Finally, the article explores customer empowerment and co-creation as strategies to build loyalty, and quotes executives from Fidelity Investments and CX4ROCKS on the impact of generative AI and predictive analytics.
Broad but relevant MarTech/AI trend overview for 2024 CX strategies, covering personalization, omnichannel, voice interfaces, data privacy and predictive analytics; no single industry-shifting event.
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Key Takeaways & Evidence Grounding
- Article published on 2023-12-06 forecasts 2024 CX trends spanning AI personalization, omnichannel, voice interfaces, data privacy, predictive analytics, and customer co-creation.
- Gartner predicts 75% of the world's population will have personal data protected under modern privacy laws.
- Reports Insights projects the global predictive analytics market will exceed $44.3 billion by 2030.
- TheMoneyMongers' report says Meta's apps share 86% of personal user data with third parties.
- Amazon announced it is adding generative AI functionality to its Alexa product line.
Connected Companies & Entities
7 Entities mapped“Tiffany Miller, senior vice president of digital experience technology with Fidelity Investments, comments on AI-driven personalization and ...”
“Sean Albertson, former head of client experience measurement & analytics with Charles Schwab, is quoted....”
“With Amazon's announcement that it will be integrating generative AI functionality into its Alexa product line, the industry is preparing fo...”
“The expansion of voice-based interfaces, such as Amazon's Alexa and Google Assistant, is expected to move beyond personal use into the corpo...”
“A report from TheMoneyMongers revealed that Meta's apps (Facebook, Instagram, Threads and Messenger) collect and share 86% of personal user ...”
“Gartner predicts that 75% of the world's population will have personal data protected under modern privacy laws....”
“In Deloitte's Global Marketing Trends report, it is suggested that engagement is no longer enough and customer participation provides value ...”
Ontology Mapping & Concepts
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