It’s a wrap for 2023, but what are the Customer Experience trends for 2024? In this episode, you’ll discover why CEO’s should all be friction hunters, how conversational AI can help you when you have vegan guests coming over for dinner … and why a personal visit from a customer service specialist might be in the cards.

Explore 10 game-changing CX trends for 2024 that will impact customer experience in the year(s) to come:
00:00-2:10 Trend #1 The era of search
2:10-4:09 Trend #2 Personalization at scale
4:09-6:15 Trend #3 High-value customer agents
6:15-8:18 Trend #4 Effective empathy
8:18-10:09 Trend #5 AR breakthrough
10:09- 13:41 Trend #6 When HR meets CX
13:41-15:35 Trend #7 CX for life
15:35-17:24 Trend #8 CX for the world
17:24-18:31 Trend #9 Preloved is hot
18:31-21:00 Trend #10 Friction Hunter CEOs

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Steven Van Belleghem is a customer experience enthusiast! He loves to share this passion with a broad audience via keynote speeches, books and social media content.

Over the past years Steven has given more than 1.500 presentations at events in over 45 countries. His core expertise is the future of customer centricity and customer experience. The combination between customer-centric thinking, the latest technologies and the human touch is the guiding principle in Steven’s stories.
Steven is an entrepreneur. He is the co-founder of inspiration agency Nexxworks and social media agency Snackbytes. As an investor he is also involved in the fast-growing digital agency IO Digital and AI scale-up Hello Customer. Finally, Steven is also on the board of directors of Plan International.

In addition to his entrepreneurial activities Steven is a part-time marketing professor at the Vlerick Business School and a guest lecturer at London Business School. His opinion is often shared in media like Forbes, Warc, The Guardian,… Steven has authored five international bestsellers and has sold more than 150,000 books. His work has been translated into seven languages and he is the recipient of a variety of awards (most innovative marketing book, best marketing book, best international business book).

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