Customer Experience (CX) Trends

Customer service insights in the GenAI era

Welcome to the groundbreaking first edition of the Customer Experience (CX) Trend Report. We embarked on a global journey, surveying over 6,400 individuals, including customers, agents, and CX leaders across nine countries and more than a dozen diverse sectors. Our mission? To uncover the most profound insights and trends into the world of customer service.

Here’s a sneak peek of this comprehensive report:

• Impact of CX on Brand Loyalty: Discover how the quality of customer service shapes customer loyalty and brand perception.
• Top Customer and Agent Expectations: Uncover the desires and expectations that drive customer and agent interactions in the world of AI.
• Challenges Leaders Face: Dive into the challenges and hurdles that industry leaders are navigating in the quest for best-in-class customer service.
• The Role of AI in Customer Service: Explore the present and future of AI, including the incredible world of generative AI in the realm of customer service.

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• Transform Your Customer Service Landscape: Today, delivering top-notch service experiences is more challenging than ever due to escalating costs and shrinking budgets. ServiceNow empowers you with tailored solutions and products to elevate your CX game.
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Entertainment.

In malls in California, Florida, Nevada, and the United Kingdom this year, shoppers donned virtual reality (VR) headsets and wandered through a custom-made, haptic-technology-enabled space designed to give them the sensation of being in a Star Wars movie. The experience got great reviews. The lines separating consumer brands, retailers, and entertainment will continue to blur, as evidenced by the success of movies and YouTube features that are basically extensions of commercials or video games.

Connection.
In small towns, people used to go to the butcher or general store not just to stock up on essentials but also to fill up on gossip about their neighbors. Big-box retailers made those connective experiences inefficient. But as machine learning and online retailing grab the reins of efficiency away, retailers could counter by creating new ways for people to connect with other people and with their communities. Using technologies such as VR, augmented reality (AR), and AI, high-end retailers could become 21st-century nightclubs, for example, while the state fair or sports arena could become a new mall.

Learning.
Businesses must take advantage of our fascination with understanding how things work to create or extend a meaningful relationship with customers. Improving customers’ mastery of a product makes it more meaningful to them. For cellphone makers now competing on the quality of their cameras, that means offering photography classes both in stores and at home through technologies like VR and AR, for example.

Aspiration.
The alignment of selling with a core human aspiration could explain why the number of mindfulness and fitness centers in malls has doubled in the last five years. It also explains why health and fitness tracking apps have become popular, as customers seek ways to monitor progress and share their aspirations with a larger community.