Guided CX Insights

Companies are leaning into technology to make things smoother and better for customers. But it's not always working out as planned. Tech gone wrong isn’t just an annoyance to customers, it's also putting a dent in what brands stand for. Where are the missteps? How can companies undergoing digital transformation smooth out their tech strategies to improve the customer experience and their brand image? Let’s dive in.

Predictive AI technology is a trend that will reshape the customer experience (CX) in 2024. This advancement can change the way businesses interact with and serve their customers, transitioning from a reactive to a proactive stance in addressing customer needs. Instead of merely reacting to customer issues as they arise, AI algorithms will proactively identify potential problems and resolve them in real-time — enhancing interactions before there’s a real problem.

While digital deflection strategies can serve as efficient gatekeepers, they often fall short of delivering the exceptional support and personal touch that customers crave.

2024 is poised to be a pivotal year in the world of customer experience (CX). Businesses are moving beyond the mere appearance of connected customer journeys to create intentionally coordinated experiences across various channels, focusing on connecting customer journeys to enhance personalization and customer loyalty. This shift is aimed at providing more cohesive and satisfying customer experiences. Let’s take a look at this transformation: what it means, why it’s important, and changes you can implement now to set your organization up for CX success.

In an age dominated by AI and technology, the significance of human interaction remains evident, as highlighted by these statistics: 64% of consumers want brands to connect with them (Sprout Social). 75% of customers desire more interactions with real people as technology advances (PWC). Two-thirds of consumers who believe a business cares about their emotional state will likely become repeat customers (Zendesk). At a psychological level, people want and need human connection, especially in this age of AI. But not just any connection. We know that when it comes to the customer experience (CX), there’s a lot that goes into a meaningful interaction. As social creatures, humans inherently seek out these connections to foster relationships, community, and personal well-being. Let’s take a look at four reasons people still want human interaction in their customer journey.

The human touch dilemma: a wake-up call for businesses The rapid advancement of technology, particularly artificial intelligence (AI), has undeniably propelled companies forward by revolutionizing customer interactions and operational efficiency. AI enhances customer service by providing efficient, automated solutions while still emphasizing the importance of the human touch. However, amidst this digital transformation, a noticeable gap in authentic human connections has emerged. In an age where 75% of customers express their desire to interact with a real person more often, this human connection gap in digital experiences can’t be ignored any longer.

In today's digital age, businesses have recognized the importance of delivering exceptional customer experience (CX) across various channels. They say variety is the spice of life, but sometimes, too much variety can lead to its own set of challenges. Enter the world of multi-channel strategies, where companies opened up a buffet of customer interaction options. It turns out that more isn’t always better, and the downfalls of a multi-channel approach have become clear.

Brands are constantly seeking the magic formula that will propel them to the forefront of customer satisfaction and loyalty. Artificial Intelligence (AI) has emerged as a powerful tool in this quest. Deloitte research finds that nearly 80% of customer service leaders plan to invest in more AI capabilities over the next two years. AI-powered chatbots, virtual assistants, and predictive analytics have become the norm rather than the exception. But is AI really the answer? Yes and no. AI is just one piece of the CX puzzle, and it’s important as we adopt AI in our CX strategies that we treat it as a component, not a cure-all.

At Glance, we believe that continuous learning and collaboration are essential elements of growth and innovation. As we reflect on the past year, we can't help but express our gratitude for the valuable insights we've gained from discussions with CX industry leaders and the recognition we've received in market studies. In this blog post, we want to share some of the highlights from these experiences.