The 7 customer experience challenges of 2024

Key lessons from +200 customer service departments

The world of customer experience is fast evolving: CX operations must deal with digitalization, multi-channel experience and big data. Foundever™ created a Success Program to help clients identify these challenges and optimize customer experience management.

The Success Program spotlights one recurrent issue: Despite customer experience technologies becoming increasingly well-adopted, these very same technologies are often inappropriately applied.

Foundever audited over 200 customer service operations and identified seven major challenges brands need to address for CX to prosper in 2024. This ebook offers practical in-depth insights and associated optimizations.

Challenge #1

Identifying the customer

Outside of social media interactions, customer identification is the starting point of any contact with your customer service team. However, this crucial first step doesn’t always receive the attention it deserves. Find out how to reduce customer effort by simplifying the identification process.

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Challenge #2

Mastering knowledge and data

Organizations have never had so much data at their disposal. Learning how to integrate, structure and share this knowledge will facilitate your associates’ work and improve overall operational performance.

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Challenge #3

Creating an ongoing relationship

Customer expectations are ever-evolving. Find out how to go beyond simple request resolution and meet your customers’ expectations within a continuous conversation.

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Challenge #4

Leveraging the potential of GenAI

Generative AI is revolutionizing every industry and the economy as a whole. Discover how GenAI changes customer service operations and learn more about how to leverage AI for increased efficiency, customer satisfaction and loyalty.

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Challenge #5

Integrating immersion into customer service operations

Augmented reality, simulation tools, video calls, and more: Find out how immersion increases the quality of conversations with your customers and facilitates your associates’ work.

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Challenge #6

Creating a dynamic of employee engagement

Brands need to achieve the right balance between people, technology and their own organizational differentiators. Find out how to create the kind of environment that increases associate engagement with your brand as well as with your customers.

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Challenge #7

Generating value with customer service operations

Achieving excellence in all fields is complex, and mistakes can be costly if they are not caught early on. Be sure to find key areas for investment before driving forward with transformation. Learn more about the four key areas to focus on, accompanied by the golden rule: make it simple!

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Looking for answers to the challenges of customer service?

The 7 customer experience challenges of 2024