It's that time of year again when we gaze into our crystal balls and reflect on the key trends shaping the customer service and CX landscape in the coming year.
Looking ahead, I see five pivotal trends:
In contrast to 2023, which saw a continuation of previous trends (cloud, CX, digital, AI/automation), 2024 will mark a shift. While these trends remain in focus, enterprises will reevaluate strategies.
Employee enablement will be a top priority - helping agents adapt to increasing job complexity and improving productivity through AI technologies.
CX leaders will be tasked with exploring AI's long-term potential beyond just cost-cutting. They will need to address three critical questions: how much of the operation can be automated, what's the cost reduction potential, and how the profile of the workforce should evolve.
Enterprises will start scrutinizing their data architecture and how to build their contact center on top of a data layer. On that topic, I am thrilled to share that I will be moderating a panel on harnessing the power of data for CX at Enterprise Connect next March (link in the first comment to this post).
Alongside deploying targeted AI solutions, enterprises will step back and re-strategize their overarching AI visions based on the influx of innovations over the past year - 2024 will see AI strategy reboots.
I'm eager to hear your perspectives - do these trends align with what you're seeing unfold? Are there other key trends I'm missing?
Please share your insights and predictions for 2024 in the comments. The future is ours to shape, and I believe an open exchange of ideas helps us navigate what's ahead.
Looking forward to the conversation