customer experience trends for 2024 hi there customer experience Community this is Dominic welcome to another video now before we begin please like And subscribe to this YouTube channel I don't see that only 9% of you are subscribed that are watching these videos so please subscribe I'd be very grateful it's going to help the channel and the algorithm and everybody else that is involved in this so thank you so much and now on with the video today we're going to look at the customer experience best practice trends for 2024 now this is going to be again
if you will a long shot a stare into the future to see how customer experience is going to change in 2024 and what is going to change if anything for those of you who are tuning in for the first time my name is Dominic I'm a customer experienced Enthusiast I've have been working in the domain without even knowing it for the past 16 years and I've been a Zenus consultant for the past decades and I love what I do whenever I learn something new I come here and I bring you value with these videos we
are also a zenes Premiere partner and we've done over 330 projects and there's a bunch of uh companies we work with on the screen and we're going to look at what we've learned and what to look forward to I'm going to divide this video into two parts number one is going to be we're going to look at the customer experience trends for 2023 video from last year to see how we did if anything made sense and then the second part is going to be the four customer experience trends for 2024 in my humble opinion all
right so I'm going to share my screen and we're going to look at the video for last year which is more or less during this time uh maybe sometime in November of last year hi there customer experience Community this is Dominic welcome to another video today we're going to talk about customer experience trends for 2023 this is a video we're going to make to see if it ages like fine wine or like fine cheese or like milk yeah we'll see if it spoils or not all right so number one one me from 2023 kind of
cringe but that was that was pretty funny so yeah going to spoil like milk okay that was that was okay that's a pass let's go directly to customer experience Trend number one Trend number one is companies will go from reactive to proactive CX meaning that customers are going to finally wake up a little bit and not just react to customers requests but more they're going to make the product better by being proactive about it and the best kind of experience that you can provide is the one that is frictionless and uh you know it stresses
the customer out the least so that's the ideal scenario now obviously not everything is set in stone is not not everything is perfect but if you are proactive about the service that you provide or the product that you sell meaning that if you test it yourself and you put yourself in the shoes of the customer yeah you'll be more empathetic to their journey and how hard it is for them or how easy it is for them and and I am seeing this happening because we are a zenes reseller us being a zenes Premiere partner we
work with companies all the time and we see that the ones that are interested in offering meaningful customer experiences they actually grow so we usually offer services that are uh long-term so we're with our customers for a longer period of time and we see the ones that are doing better and the ones that are interested and passionate about this are growing they come back and say hey can you give me some more licenses can you give me five licenses can you give need 10 more licenses cuz we're growing we're expanding and we need more licensing
so that can tell you something there's still a long way to go but I do see it going customer experience trends for 2023 is automation isn't the future it's the new normal it's not just it's my Trends it's you know it's kind of a truism already I don't even need to say how much this is true right after I made this video the AI CR started happening just when I made it like I think two weeks later the the chat GPT went online and it's blew everybody's mind and all of these mushroom companies came out
they were doing the same thing and yeah it's automation is like duh it's here and it's not going anywhere and it's only going to get better and it's only going to get more efficient customer experience Trend number three for 2023 CS jobs will go away CX jobs will rise yes I also do see this happening I do see more and more emphasis to customer experience think about it C customer experience only showed up as a standalone domain in 2011 do you even realize that it's like only 12 years old it's it just came out it's
fresh it's new still you know in old people terms you know I'll be 50 in 12 years so you know I'm an old man so still 12 years is a long time but not so long it's pretty short actually for a domain which is so big now and it's start only increasing so yeah I see more emphasis on customer experience jobs more than I see on customer service jobs customer experience Trend number four for 2023 customer expectations will keep increasing post pandemic all right this one I'll just classify as maybe why I'm doing this is
because it's one of the trends that I'm going to talk about it for 2024 so it's the same essentially so I'm going to talk about it more later on so I'll just leave it at that not a very flattering photo by the way customer experience Trend number five customers will expect you to be there for them wherever they are customers want you to be on their social media they want you to be available by phone by chat maybe even a bot or I don't know on Instagram on WhatsApp online on text wherever why would you
only be available to them wherever it's comfortable for you I do understand there's a caveat here I do understand the idea to do things well and to just focus on a few and do those well rather than just focus on everything for that purpose you can use zisy Channel which is amazing cuz you can have everything on the one roof and you don't have to have people in social media you don't have to have people in a cost in a call center or people in uh handling chats in a different system or I don't know
people handling a phone somewhere else or handling WhatsApp somewhere else so you can keep everything under one roof and you can apply a bunch of business rules in automation to them within zenes and you can see everything in reports which is Grant this one I'm going to Mark as maybe again the reason for this is because I'm a fan of doing few things and doing them well rather than doing a lot of things and a mediocre way however again if you have an omni Channel system where your agents can be all together and they can
handle requests irrespective of the channel then why not just apply an omni Channel solution like zenes for example or like intercom or like customer or like uh Salesforce or whatever you feel more comfortable with customer experience Trend number six for 2023 personalization is key to moving forward yes and customers want you to make everything more personal for them they're like dude you're asking me for my email you're asking me for my name my birthday you're asking me for my address you're asking me for all of this stuff and you don't even can't even say my
name whenever I'm calling or writing to you for asking for support what is this I don't see this backing down or as if it does it's not true it's something which is only going to increase customers are even more iffy even more prone to go to a competitor cuz it's becoming so much harder you're experiencing some sort of a blob or a a a rooftop of services that are being provided and um technology that is being put out there I know that AI just came in and that's only going to get better but I don't
know exactly what's going to come after that right so I think there's going to be a roof of where we can go with technology so there's not going to be so much more Capital available because the Boomers they're going into retirement there's not so much cheap Capital to invest in research and development which is money which is going away so I'm thinking where for a while we're just going to stabilize for a while technology wise we're just going to improve what we already have and then we're going to see the next thing but for now
I think there going to be a lot less booming like it used to be for now then why do I mention this is because personalization key to moving forward so in this environment you're going to see services having to get better and better otherwise you're just going to disappear if you don't get better and better with your service or your products of course you're just going to go away but inventing the new thing that everybody wants that's not going to happen too much nowadays we interrupt this broadcast to bring you a word from our sponsor
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get a ballpark and let's get the conversation there and let's start optimizing I'll see you later bye now the second part of the video is customer experience trends for 2024 we're just going to to do this with four customer experience trends that are some of my inspiration and one of them I got from somebody and I'll tell you exactly what it is so customer experience Trend number one for 2024 as a trend is going to be level one support will be taken out 90% by AI we're seeing this happening already Bots are getting better and
better I know there's concern for the safety of it and the fact that you know there's security concern number one because if you give for example the chat gbt your database of frequently asked questions chat GPD is going to take it it's going to gobble it up little and then it's going to be smarter with your database that you maybe spent I don't know 20 years to build and then you're giving it for free to them so that is being overcome right it took a while zenes is making progress in this direction so they claim
that if you integrate chat GPT with your knowledge base it will use this knowledge base to connected to an question that your customer comes with and it's going to come back and it's going to give back an answer to to the customer based on your your knowledge base in a conversational way which is great now the reason why I mentioned security is because then this has made progress in this direction where this information is being destroyed so open AI allegedly is not keeping that data and it's destroying it great if it's true that's great number
two here within this initial Trend so first is security Now number two is going to be the reliability of an AI which is still being worked on right how many times has it happened that you've seen AI give out some idiotic blurs about you know about history you ask it something for example is at truskin a Latin language and it says yes and it comes with arguments about why it's an atus it truscan is a Latin language it's not it's totally false it doesn't have the same root as as Latin so it's a it's just
an example that how it just modifies the past doesn't want to look stupid yeah I want yeah I know this and then it's just comes with something very stupid another thing that is doing is like a lawyer that he looked up you know something to help with this case so the AI Chad gbt came with some examples of how in the past some other people were convicted about the same thing so the lawyer took that as a yeah W cool this is great and they presented it and it was totally false those things never happen
Chad GPT again or open ey just you know falsify that information they don't even know how to fix this or they are working on it but you know it it is still it still stands it still weird the AI can still up so that's why it's not 100% there but it's getting there so first level jobs supports which is how do I change my password can you recommend a tripod can you recommend a lens for my camera I don't know how does your service work these are going to go away because they're repetitive nobody wants
to do them anyway customer experience Trend number two for 2024 customers will want more involvement from the companies they deal with I went to a customer experience seminar or actually an event a full-blown event the other week and and um I found out that customer experience only appeared as a domain in 2011 which is mindboggling cuz you know it's so Central to recurring revenue for a company if your customer experience is good then your customers come back and they and buy more from you or recommend to the friends and it's amazing right it only came
into being a few years like 12 years ago my God Jesus for me it sounds like it's not a lot of time for somebody else maybe it seems like a long period of time but it's not 12 years is not a long time at all so customers will only want you to be there for them more because they will be switching to the competition easily because there's so many people doing the same thing that you're doing and doing it better with a better customer experience if you're offering more personalization if you're offering making the customer
seen if you're making them feel important and like they matter they going to stick with the person that is offering them this feeling instead of somebody who's making them feel like but they have a better product no that's not that's not going to fly anymore to be honest Trend number three for 2024 CX will become more siloed what does this mean we have to factor in here the global situation you know the war in Ukraine or the war in Israel with Gaza a lot of cyber security risks coming from the East versus West China versus
US Russia versus US and the rest of Europe I see areas of markets that are being that are going to get isolated a lot of European companies at least that I see are always asking for a customer experienced Consultants from the EU they don't want anybody from Asia or from Africa or from anywhere else or from the US for that matter so that's weird didn't used to be exactly as this tight as it as it is now but I do see this happening so we have Consultants all over the world so we have somebody from
Egypt that lives in Malaysia we have somebody from South Africa that lives in South Africa so these guys are going to be you know left out and they're not necessarily seen as is a part of EU so we can't trust them now obviously you're going to say but it's always been like this Asia with Asia Africa with Africa Europeans were Europeans us with the US North America and so on and so forth and South America was South America yes but globalization used to happen and there was a little bit more free movement and people were
becoming more relaxed and now it's actually reversing and we're seeing people retract to their spheres of influence and that's that not cool I don't like that I hope it this one is doesn't come true but it certainly seems like this customer experience Trend number four for 2024 is going to be employee journey is going to improve a lot now this is not mine per se I got inspired by going to this customer experience event the other week and um this person Ian gold Golding he's from the UK he made a good point and he said
that the employee Journey will improve a lot there hasn't been so much focus on the employee and the employees are not feeling valued and they go away and it's not a sustainable way to grow a business because if everybody goes away then you know you don't necessarily have the block the building blocks to have a sustainable business that can grow so that's going to be one another thing that's going to happen well let's see how these turn out I am very grateful for you watching this video and please like And subscribe to this YouTube channel
if you haven't already I hope this brought you value and yeah bye-bye
