Customer expectations are changing faster than ever. You must adapt or risk losing out.

86% of customers will gladly pay more for a great customer experience. However, you must be willing to create a great customer experience to achieve this.

But how do you change your customer experience from “just okay” to “great”?

In this article, We have compiled the top 12 customer experience trends to help you navigate this exciting world of customers in 2024

Ready? 

Let’s jump in.

What are customer experience trends?

Customer experience trends are changes in how customers interact with your business.

These trends highlight what customers expect from you.

They’re driven by various factors like:

• Advances in technology
• Changes in social behaviour
• Environmental issues
• Economic conditions
• Developments in various industries.

You’ll agree that change is inevitable. More so with different businesses today.

So, what are the top customer experience trends for 2024? Let’s find out.

#1. Omnichannel experience

What better place to hang out with customers than on their favourite channels?

Omnichannel customer experience trends today.

So, if you hope to retain customers, you must meet them where they are. Not the other way around.

Customers will only interact with you on their preferred channel of communication. You should make it easy for them to switch between conversations on:

• Web
• Mobile
• Social media
• Email
• Chat
• Phone
• In-person

#2. Customer feedback management

Customers are real people, not numbers. They have a voice, and they want to use it.

They want to tell you what they think, feel, and expect from you. And they want you to listen and act on it.

That’s why obtaining customer feedback matters. This customer experience trend is key to quality services.

Use various sources like surveys, reviews, ratings, social media, and online communities.

And you need to close the feedback loop by acknowledging, thanking, and rewarding customers for their input.

#3. Customer journey mapping

The customer journey begins the moment customers notice you. And it continues after they complete the purchase.

However, like all journeys, the more comfortable, the better. The more smooth and more hassle-free, the more revenue you’ll generate.

This makes this customer experience trend a lasting one. So, regularly review your customer journey strategy.

Identify the different pain points and opportunities. Then, you can design solutions to improve the customer experience at each touchpoint.

#4. Customer loyalty programs

Customers want to be rewarded for their loyalty and repeat purchases. 72% will recommend brands with good loyalty programs.

So, offer attractive and relevant loyalty programs that provide value and benefits to customers. They could be in the form of:

• Discounts
• Freebies
• Coupons
• Points
• Rewards
• Referrals

#5. Customer self-service

Self-service is a popular customer experience trend. Today, customers want to control their interactions with your business. 

They want to find answers and solutions independently, without always having to wait or depend on anyone else.

That’s why they love easy self-service options like:

• FAQs
• Knowledge bases
• Chatbots
• Forums

#6. Customer emotion analysis

Your customers want you to understand them. Only then can you service them better.

And today, there are cutting-edge technologies like:

• Artificial Intelligence (AI)
• Natural Language Processing (NLP)
• Sentiment analysis
• Facial recognition

You’ll do well to keep up with this customer experience demand. These tools will help you analyse customers’ emotions as you interact with your customers.

#7. Customer advocacy

Customers don’t just want to purchase from your brand, they want to support you. This means customer-centricity is not just a strategy or a tactic. It’s a culture and a mindset. 

You must put your customers at the centre of everything you do, from product development to marketing to service delivery.

So, if you build a community of loyal and engaged customers, they’ll gladly spread the word about your brand, products, or services.

Now, let’s discover some regular customer experience trends.

Regular CX trends

There’s no need to look forward to a future that’s already here. 

Some regular customer experience trends include:

• Customer loyalty programs
• Customer reviews

#1. Customer loyalty programs

Do you view customer loyalty programs as just a way to bribe your customers to stay?

Then you should think again.

Customer loyalty programs are much more than that. They’re powerful tools to create lasting relationships with your customers.

They can help you:

• Enhance your customer experiences.
• Reward customers for repeat purchases, referrals, feedback, or social media engagement.
• Divide customers based on their preferences and behaviours.
• Delight customers with exclusive perks and benefits.

Ensure to employ them if you don’t want to be left behind.

#2. Customer reviews

One customer experience trend is the demand for customer reviews. It’s an influential factor in shaping consumer perceptions.

80% of customers trust online reviews like they do personal recommendations. They want to see how others feel after trying out your product or service.

So, why won’t you too?

Request reviews at strategic stages in your customer journey:

• After a purchase
• During a service interaction
• After a positive outcome

So, always seek customer reviews via SMS, voice, email, or social media. This will boost your credibility, reputation, and visibility. At the same time, their reviews will show you what needs to be improved.

Booming CX trends

Here are booming customer experience trends you should know about. And how our call centre software – TelebuHub – can help you implement them.

#1. Customer personalisation with data insights

Customers want to feel valued and recognised by the brands that serve them. And that’s why data insights are crucial for your business.

TelebuHub lets you manage your data effectively and efficiently.

With relevant customer data, you can tailor your offerings, communications, and interactions to suit each customer’s preferences, needs, and behaviours.

#2. AI integration + process automation

Customers also want fast and easy solutions to their problems.

This is a role AI plays absolutely well.

That’s why AI integration and automation are becoming crucial in improving customer satisfaction. You can use AI-powered tools and automate repetitive tasks. This reduces the chances of human errors, optimises resources, and enhances productivity. You can also provide faster and smarter responses to customer queries, issues, and feedback.

#3. Omnichannel experiences

Customers want to interact hassle-free across multiple channels and devices. So, omnichannel support is key to getting the results you want.

#4. Enhanced data privacy & data transparency

No one wants to see their private information on public display or in the wrong hands.

Customers trust you with their data. And it’s your job to keep such data safe and secure.

That’s why data privacy and transparency are important. They help you build customer trust and loyalty.

To maintain your data integrity:

• Comply with data regulations
• Use secure and compliant call centre software to protect your business against breaches
• Inform customers about how their data is used

These demonstrate your commitment to data ethics and responsibility.

With TelebuHub, your customers will sleep knowing their data is safe.

#5. Enhancing self-service online options

Self-service online options are a win-win for everyone.

By providing self-service options like

• Interactive Voice Response (IVR)
• Frequently Asked Questions (FAQs)
• Chatbots
• Knowledge bases
• Forums

You’ll empower your customers to find answers and solutions independently without waiting for human assistance.

This will reduce your workload and costs. Because now you can divert simple queries to self-service channels.

#6. Interactive video marketing adoption

Imagine you’re a customer exploring a new makeup brand online. You’re used to simply watching a standard promotional video. But this time, you’re presented with an interactive tutorial.

You get to try on different products virtually. Experiment with various looks and receive personalised recommendations based on your skin type and style preferences.

This immersive experience not only helps you find the perfect products. It also makes the shopping process more enjoyable and tailored to your specific needs.

Ultimately, this will boost your confidence in making the right purchase decisions.

You can create such experiences for your customers. Create videos that allow customers to participate, interact, or choose their own adventure.

That’s how you can capture their attention and interest.

Rising customer experience trends

These are the customer experience trends that are gaining momentum and popularity and are expected to dominate the market in 2024 and beyond.

Rising trend 1: Virtual Metaverse experiences

Imagine a virtual world where your customers can interact with your brand in immersive and engaging ways.

That’s what a metaverse experience is all about. It’s a rising customer experience trend.

Today, more businesses use 3D graphics, virtual reality, and augmented reality. Metaverse experiences set you apart from the competition. It also boosts customer loyalty and satisfaction and generates more revenue.

For example, you could create:

• A virtual showroom where customers can survey and customise your products
• A virtual event where customers can network and learn from experts
• A virtual game where customers can have fun and earn rewards.

The possibilities are endless. However, you must have the right strategy, technology and design to make it happen.

Rising trend 2: Augmented reality: the future of CX

Augmented reality (AR) is a technology that overspreads digital information into the real world.

This trend can improve the customer experience (CX) in many ways. Some examples of AR for CX are:

• “Try before you buy” experiences: Customers can try on products virtually, like clothes, glasses, and furniture. This can help them buy with confidence and avoid returns. For example, IKEA’s Place app lets customers place virtual furniture in their homes.
• Interactive product demonstrations: Customers can see how products work or look at them virtually. This can make them more interested and informed. For example, L’Oréal’s Makeup Genius app lets customers try on different makeup looks.
• Self-service support: Customers can get product help through AR guides and instructions. This can help them fix issues quickly and easily without contacting customer support. For example, John Deere’s TechConnect app shows farmers how to repair their equipment with AR.

AR is a new and evolving technology. And that is becoming more affordable and accessible. 

As it grows, we will see more ways to use it to boost CX.

Rising trend 3: Centralise customer insights with the Internet of Things (IoT)

IoT means connecting billions of devices to the internet, generating a vast amount of data about your customers.

This data is a goldmine for businesses that know how to use it.

By centralising IoT data, you can create a complete view of each customer, including their behaviour, preferences, and needs.

Here are a few examples of how businesses use IoT data to improve CX:

• Predictive maintenance: IoT sensors can monitor and predict potential problems before they occur. For example, a hotel chain can use IoT sensors to monitor HVAC systems. It can predict when a unit is likely to fail. This allows the hotel to schedule maintenance before the unit fails and disrupts the guest experience.
• Personalised recommendations: IoT data can be used to track customer behaviour and preferences. For example, an online retailer can use IoT data to track what products customers have viewed and purchased. This information can then be used to recommend similar products to customers.
• Enhanced customer support: IoT data can be used to provide customers with more efficient and effective customer support. For example, a car manufacturer can use IoT data to diagnose problems with vehicles remotely. This allows the manufacturer to provide customers with faster and more accurate support.

So, centralising your IoT data is the way to go. It’s one secret sauce to a better CX.

Rising trend 4: The rise of voice technology

Voice technology is rapidly becoming a norm. People use it to interact with devices and services. This trend is having a major impact on the customer experience today.

Here’s how businesses are using voice technology to improve CX:

• Voice-activated customer support: Customers can now use voice assistants to get help with customer support issues. They no longer have to wait on hold or type out a long email. For example, customers can use Amazon Alexa to ask questions about their orders. Or even get help troubleshooting technical problems.
• Voice-powered shopping: Customers can now use voice assistants to shop for products and services. This can make shopping simpler and more convenient for customers, especially when they are on the go or multitasking. For example, customers can use Google Assistant to add items to their shopping carts or order takeout from their favourite restaurants.
• Voice-enabled product experiences: Businesses also use voice technology to create more engaging and interactive product experiences. For example, Samsung’s Family Hub refrigerator has a built-in voice assistant that can be used to control the refrigerator, play music, and even order groceries.

Voice technology is still in its early stages of development. But it’s a trend with the potential to impact customer experiences.

What are the factors that affect customer experience in 2024?

Customer experience (CX) is the sum of all the interactions and emotions customers have with a brand. CX impacts customer loyalty, increasing retention and revenue.

Here are factors that affect customer experience in 2024:

• Speed and convenience: Customers expect quick and easy interactions.
• Personalisation: Customers want to feel valued. They expect personalised interactions.
• Value: Customers want to get good value for their money. Both in terms of the products and services they purchase and the customer service they receive.
• Trust: Customers want to trust your business. They want to know that their data is safe and secure.
• Empathy: Customers want to be treated with empathy and understanding. Especially when they are experiencing problems.

We’re now at the end of this guide.

Quick recap: you need to be agile, responsive, and empathic. This will help you embrace customer experience trends.

But don’t worry. We’ll help you navigate this complex and dynamic landscape.

Keep up with customer experience with TelebuHub

Customer experience trends are everything today.

To deliver a great CX, you need call centre software like TelebuHub.

TelebuHub is the perfect solution for businesses of all sizes. It’s easy to use and affordable.

Join TelebuHub today or request a demo and see the difference for yourself.

FAQs

What are the specific customer experience trends in the Automotive Industry?

• Augmented reality training for automotive staff to enhance their skills and knowledge.
• Customer personalization with data insights to tailor products, services, and offers to individual preferences and needs.
• AI integration and process automation to improve efficiency, accuracy, and customer satisfaction.
• Process discovery to identify and optimize business processes based on data analytics and machine learning.
• Live commerce is used to showcase products, qualify customers, and promote the brand through live-streaming platforms.

What are the specific customer experience trends in the Banking Industry?

• Speed and simplicity are the key factors for customer satisfaction and loyalty.
• Channel uniformity and omnichannel experiences to provide seamless and consistent service across multiple touchpoints.
• Design and aesthetics are important elements of customer perception and trust.
• Proactive personalization and next-best-action to offer relevant and timely solutions based on data-driven insights.
• Sustainability and responsibility are growing expectations from customers who care about social and environmental issues.

What are the specific customer experience trends in the Healthcare Industry?

• Digital presence and online platforms to provide convenient and accessible healthcare services.
• Connected data and intelligent document processing to streamline and automate data management and analysis.
• Patient personalization and sentiment analysis to understand and address patient needs, emotions, and feedback.
• Using wearable devices and smart technology to monitor and improve patient health and wellness.
• Experiential retail and community engagement to create memorable and meaningful healthcare experiences.

What are specific customer experience trends in the Retail Industry?

• Omnichannel retail customer experience to integrate online and offline channels and provide a consistent shopping journey.
• Hyper-personalization and content generation to create engaging and relevant content for marketing, education, entertainment, etc.
• Experiential retail and unique physical stores offer immersive and interactive shopping experiences that recreate physical sensations.
• Employee empowerment and happiness to foster a customer-centric culture and mindset among the workforce.
• Sustainability across the supply chain to reduce environmental impact and appeal to eco-conscious customers.