Shorter Customer Journeys in 2024


The Gist

  • Customer experience trends. Generative AI is transforming efficiency and storytelling, impacting both consumer engagement and internal workflows.
  • Engagement and efficiency key. Effective marketing hinges on engagement and efficiency, with visual storytelling driving growth and profit.
  • Future of consumer experience. As generative AI evolves, its role in consumer experience and technological trends like 3D imaging will become even more significant in 2024.

Taylor Swift was Time’s Person of the Year in 2023. You might love it, you might hate it, but it happened. If Time had instead captured the zeitgeist by naming a Technology of the Year, it wouldn’t be nearly as fun to debate. Nothing could have beaten generative AI for the crown. 

A golden crown with a red velvet interior with gems and pearls encrusted in design in piece about AI innovations.
If Time had instead captured the zeitgeist by naming a Technology of the Year, it wouldn’t be nearly as fun to debate. Nothing could have beaten generative AI innovations for the crown. ayvan on Adobe Stock Photos

Customer Experience Trends: The Promise of Great Engagement & Efficiency

Once ChatGPT launched, everyone raced to test its power. We marveled at how much faster we could achieve our goals by outsourcing mundane tasks like research and summarization to an intelligent, highly productive intern. The promise of greater efficiency took us by storm. 

At the same time, our social feeds started to fill with stunning visual creations from Midjourney and Dall-E. We could see that the promise of AI innovations lay not only in its ability to help us gather, understand and share information more efficiently, it could also help us tell stories in the most powerful of ways: visually.

Effective marketing and a great user experience ultimately boils down to those two things: engagement and efficiency. Engaged users move much faster through the journey and convert at higher rates, and visual storytelling captures attention and drives engagement better than any other medium. And if Bezos taught us anything, it’s that efficiency = growth and profit. 

As we move ahead 2024, what will the next chapter of generative AI’s story be within the context of consumer experience? And which other trend is poised to become part of our technological “Love Story”?

Related Article: Generative AI in Technology: Unleashing Higher Productivity

Is Generative AI Primetime-Ready?

Marketers dream up the digital experience. Developers build it. And developers really like AI in all forms. 

A recent survey of web developers found that 48% already use AI tools daily. Sixty-eight percent cite improved efficiency and productivity as a top benefit of AI. 

That’s great, but AI broadly has been around for some time. What’s particularly telling is that 54% already use generative AI tools for workflow automation, and 64% use them to streamline the development process. 

But it’s not just to help them code faster. Developers are also turning to more creative generative AI use cases, including to help create UI/UX designs (31%) and to create and edit the images and videos (35%) that are foundational to great visual experiences.

So, yes, generative AI is already making an impact on both internal efficiency and consumer engagement.

Related Article: AI-Enhanced Contact Center Platforms for World-Class Customer Service

Or Is It Our Technological ‘Anti-Hero’?

We all know that only fools rush in. The same survey found that 60% of developers are still concerned about inaccurate results. Strict adherence to brand guidelines is far from a guarantee, and questions around copyrights abound. It’s also rarely clear which model is best for which use case, or whether open or proprietary solutions are best. 


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