CX

Generative AI and machine learning will power the next generation of loyalty programmes.

Technological advancements like robotics and automated systems make fulfilment processes faster and more efficient.

No bot is perfect, says Guillaume Laporte, Chief AI Officer of Foundever. Businesses integrating genAI tools to aid high customer support queries must set realistic expectations and not pretend the bot can do everything.

Rewind 2024: Immersive experiences are here to take the customer away from the ordinary. Technologies like AR, VR and AI are at the helm of this, where customers won’t accept an experience that doesn’t offer virtual engagement.

Automated guided vehicles (AVGs) now handle complex logistics tasks, dramatically reducing costs and accelerating fulfilment processes.

Customers are increasingly finding the idea of “going shopping” irrelevant, and instead expect shopping to come to them. Virtual reality gives customers the chance to experience a product first-hand, almost as if in real, yet not.

Consumers want to see, touch, and physically experience a product before they commit to purchase.

Consumer trust is at its lowest point in recent years, and advances in AI make earning that trust more critical than ever.

Winning brands will prioritise generating cross-channel journeys that bring together touchpoints without disrupting customer experiences.

With consumers becoming increasingly hesitant to share personal information, confidence in AI among consumers has dropped significantly.