5 trends to test your 2024 CX performance

Whether it’s seismic technological shifts, changing regulations, talent shortages, global health emergencies, supply chain issues or economic uncertainty, businesses could be forgiven for thinking that every year exists solely to test their resilience in new ways.

If that weren’t enough, each of these impacts has also left an indelible imprint on consumer behavior and preferences and in doing so, highlighted how difficult it can be for businesses to spot these trends in time to course correct.

Nevertheless, even if cautious optimism is returning to some industries and some markets, we need to enter 2024 poised to pass yet more tests, and this readiness to accept the challenge is going to be the overarching trend for the year ahead: 2024 is the year of retention.

What your organization does to retain revenues, retain rivalry, retain relevance, retain resources and, ultimately, retain its resilience will decide how well it delivers customer experience, not only in the year ahead but in the face of the challenges yet to come.

So, to make sure your CX is up to the biggest tests of 2024, it’s time to retain, reflect, rethink, retrain and refresh.

Trend 1

Retain

Understand why getting closer to customers and knowing who loves your brand — and why — is an absolute business priority.

Trend 2

Reflect

The generative AI starting pistol has sounded, so make the race about understanding, not running faster than your rivals.

Trend 3

Rethink

Don’t write off the metaverse yet, revisit it and find real use cases.

Trend 4

Retrain

Upskilling and empowering your people — not recruitment — is the right way to close the skills gap.

Trend 5

Refresh

The benefits of transformation are always relevant, all that’s different in 2024 are the motivations for change.

Conclusion

Revenues, rivalry, relevance, resources, resilience

A year later, the business environment has changed again, but the steps your business should be taking, to counter any negative impacts these changes may bring, remain the same.

Want to find out how to fast-track your CX?