As we step into a new year, the customer experience sector is gearing up for a transformative 12 months. It seems as though we talk about that every year – but I genuinely believe 2024 will finally live up to those expectations.

There’s been plenty of talking points in 2023; with the explosion of generative AI of course being the main one. However, this year we will see some real change in the industry.

I’ve pulled out some trends that I expect to see coming to the fore over the next 12 months, and I’d be eager to hear your thoughts if you agree or disagree – or even have a different viewpoint entirely.

Indeed, we’ll be talking about many of these trends – and more – at our upcoming Disrupt events in both London and Madrid next year.

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