While the CX headlines are awash with stories about generative AI (GenAI), many other customer experience trends are bubbling under the surface.
From spotting and addressing frictions within customer journeys to converging CCaaS, UCaaS, and CRM systems, a lot is happening in the space.
Still, GenAI may brush these trends aside. However, behind the flashy titles, there's a lot happening in terms of people, processes, and other technologies to push the market forward.
Recognizing this, we contacted several pioneering tech and industry thought leaders from various customer experience subsets to record a series of 15 insightful discussions.
These leaders – each a winner at the 2024 CX Awards - touch upon a trending topic within the space and introduce how it’s changing customer experience.
In doing so, they contribute to a treasure chest of conversations and offer several gems of insight that will allow business leaders to sail their CX ships in the best direction possible.
These conversations make up our CX Trends 2024 series, which is available now!
Follow the link for the complete set of conversations, or read on to preview some of the standout sessions.
Trends Videos to Watch Out for
The following preview offers a sneak peek into three fascinating conversations within the CX Trends series.
1. CRM: 5 Trends Tearing Through the Market
Specifying one overarching trend within the fast-moving CRM space is almost impossible. But, with much thought, we narrowed the long list down to the top five.
These include the convergence of cross-function CRM systems, the rise of native virtual assistants, and much more.
Thankfully, Ramprakash Ramamoorthy, Director of AI Research at Zoho, was on hand to run through each trend, sharing lots of additional insights along the way.
Want to watch the session? Check it out here!
2. Customer Experience Design: Removing Friction from Customer Journeys
Todd Unger, Chief Experience Officer at the American Medical Association, knows so much about the fundamentals of CX design he’s written an entire book about it.
