2023 CEI Market Study: Future of Customer Engagement: CX Predictions For 2024 & Beyond

In 2022, only 10% of consumers felt their experiences with brands were meaningfully improving. In 2023, the number declined to an alarming 4%.

Clearly, brands are not making good on their promise of customer centricity. They are not actually taking meaningful strides to deliver value at every phase of their customer journeys. Will 2024 be the year in which brands finally make progress? It most certainly can be.

By harnessing the power of AI and other cutting-edge technologies, customer experience leaders will begin to alleviate many of the longstanding pain points that have thwarted progress. 

To provide a glimpse into the future of customer interactions, and to highlight how the best brands will elevate their experiences, Customer Engagement Insider is thrilled to share this set of predictions for 2024 and beyond. Topics include:

• Tips for fixing self-service so that customers finally start trusting your chatbots
• Strategic questions you must ask before implementing AI
• Five ways to deliver personalization in the digital world
• Urgent considerations as you build a team of “next-generation agents”
• An alarming CX trend all brands must avoid