3 AI Predictions For 2024 And Why They Matter To CX Practitioners
nojitter, Monday, February 5th, 2024
Generative AI will drive many advancements in the CX world, helping brands exceed their customers' expectations and changing how business gets done.
Predicting the future may seem like a fool's errand to some, but modeling the year ahead is part of planning that every global company has to do. It's not about being Nostradamus; it's about being prepared.
As the head of marketing at a generative AI company for contact centers, forecasting the tech landscape helps my teams and me anticipate what's ahead for customer experience (CX) and pivot as things almost inevitably change. And as someone who once worked in a contact center, the year ahead for CX excites me.
In 2023, we obviously saw generative AI take center stage as much or more so than any tech topic since perhaps the internet's beginning. While AI will continue to drive investment, product development and tech narratives in 2024, I want to dig into the nuances of what I believe will come to bear.