Customer Experience

CX Mid-Year Review 2024: Trends to Know

June 27, 2024

By Samantha Nelson, VP of CX, Telarus

We’re at the midpoint of 2024, technology advisors! The customer experience (CX) technology landscape has seen some truly remarkable shifts. Businesses are going all-in on delivering extraordinary customer interactions, fueled by cutting-edge innovations. From seamlessly integrating advanced AI capabilities to creating immersive digital experiences, the first half of the year introduced groundbreaking advancements that are redefining how companies engage with their customers. Here are some key trends and developments to keep an eye on as we head into the latter half of 2024:

A person holds a tablet displaying an AI icon, with multiple lines connecting to other AI-related icons, including shields, gears, and brains, on a dark background. Framed by a green angular border on the right and bottom edges, this visual encapsulates the emerging trends highlighted in the CX Mid-Year Review 2024.

1. AI-Powered Personalization at Scale

Artificial Intelligence (AI) has emerged as an absolute game-changer in CX technology, enabling businesses to deliver highly personalized experiences at an unprecedented scale. If you haven’t hopped on the AI bandwagon yet, it’s time. AI-driven analytics and machine learning algorithms are being leveraged to gain deep insights into customer behavior, preferences, and sentiments, allowing companies to tailor their offerings, communications, and support services to meet individual needs. Think of the last time you scrolled through your social media feed (e.g., Facebook, Instagram, etc.). Have you ever seen an ad about something you were just talking about? Those ads are no mistake! The more time you spend watching the ad, the more it will appear in your feed. You may even start to see different versions of the ad. Furthermore, those companies will start targeting your demographic with those ads. AI is behind it!

2. Conversational AI and Intelligent Virtual Assistants

Conversational AI is revolutionizing the way customers interact with businesses. Intelligent virtual assistants, powered by natural language processing (NLP) and machine learning, are providing seamless and intuitive communication channels. These assistants can handle complex queries, offer personalized recommendations, and even complete transactions, enhancing customer convenience and satisfaction. In addition, more languages are being mastered by these assistants. It’s becoming harder to determine if you’re talking to a real person. While this may seem frustrating at first, because all we want is to talk to a live person, there’s a reason why virtual assistants are extremely beneficial. This is something we refer to as deflection. For example, if someone is calling their bank to find out what their checking account balance is, that’s a simple task for an AI bot to handle. However, if someone is reporting fraud on their credit card, that person can be routed directly to an available agent right away. Ultimately, agents can be more available to help with more complex and pressing issues. It’s a win/win situation!

3. Omnichannel Engagement and Unified Customer Journeys

Customers expect consistent and seamless experiences across all touchpoints, and CX technology is evolving to meet this demand. Omnichannel engagement platforms enable businesses to orchestrate unified customer journeys, ensuring that interactions are seamlessly transitioned between channels, such as websites, mobile apps, social media, and physical stores. Using the social media example again, let’s say you’re watching an ad about a pair of blue shorts and you’re convinced. You make a purchase, and you’ve signed up for automatic shipping updates via text. But there’s a shipping issue. You send an email to the support email. They may respond with a resolution and a subtle ‘mention’ about the accessories the person was wearing in the ad with the blue shorts to potentially upsell you. With your shipping address, the company might send you an ad in the mail (yes, that’s still a thing). And now that you’ve given them permission to text you (for shipping notifications, of course), they’ll start sending you promotions through that channel as well! All these touchpoints provide valuable feedback for the company to determine what channel is most effective for you and your demographic. Your journey to buying those shorts will be tested on others. You can count on it!

4. Customer Data Platforms and Unified Customer Profiles

Customer data platforms (CDPs) have emerged as a critical component of CX technology, enabling businesses to consolidate and unify customer data from multiple sources. By creating comprehensive customer profiles, CDPs provide a single source of truth, empowering companies to deliver personalized experiences, optimize marketing campaigns, and drive customer loyalty. Companies simply have more data than ever before and many of them don’t know how to best leverage that data. The good news is that AI can surface the most important insights to the business to provide truly data-driven decisions.

5. Microsoft Teams Decoupled from Office and Microsoft 365 Suites

In a strategic move, Microsoft has decoupled its collaboration platform, Teams, from the Office 365 and Microsoft 365 suites globally as of April 1, 2024. This gives customers more flexibility to adopt Teams based on their specific needs, optimize IT budgets, and integrate with third-party tools. New standalone licensing options are available while existing customers can continue using their current plans without disruption. However, this is a massive opportunity for Unified Communications suppliers. When companies are seeking collaboration options, they are no longer automatically ‘given’ Microsoft Teams. That means you, as a technology advisor, can educate your Microsoft customers on the latest and greatest collaboration technology in the industry. Not sure where to start? We’ve got you. Check out our guidebook, “Microsoft Teams Unbundling Explained.” There’s also a customer-facing version that you can brand with your logo and distribute.

SolutionVue AI QSA to the Rescue

As you can see from most of these key trends, AI is capturing the CX spotlight and the opportunities for you and your customers are plentiful. But navigating the AI waters and trying to decipher all of the new offerings can be daunting. Have no fear. To help guide you through AI conversations, we’ve just released our Telarus SolutionVue™ AI QSA (Quick Solution Assessment)!

The AI QSA streamlines your sales process and positions you as a trusted advisor for AI solutions by allowing you to:

· Ask the right AI questions during discovery calls to uncover your customer’s automation, insight, and efficiency needs.

· Match customer needs with best-fit solutions from our extensive network of Telarus suppliers.

· Eliminate guesswork and equip you with the knowledge to confidently discuss AI with your clients.

· For more information about SolutionVue and the new AI QSA, please click here.

A top view of a diverse group of people's arms extended and hands stacked together over a table covered with color swatches, notebooks, and papers. The scene encapsulates a Mid-Year Review 2024, indicating a collaborative and creative workspace focused on emerging trends in CX.

Overall, the first half of 2024 has been a testament to the rapid evolution of CX technology, driven by the relentless pursuit of delivering exceptional customer experiences. Telarus is connecting a growing number of technology advisors with top suppliers who are rolling out proven AI-powered features to their existing offerings. As businesses continue to embrace these cutting-edge technologies and forge strategic partnerships, the second half of the year promises even more exciting developments that will further redefine the customer experience landscape. The industry is moving quickly, but you are not alone. Telarus Solution Architects are standing by at the ready!

Want to learn more on this topic? Watch Sam’s HITT (High Intensity Technology Training) video!