2024 Digital CX Trends
Discover ten trends and what you can do to prepare your business for 2024—and beyond.
6 trends in digital marketing to look out for in 2024
- 1. Generative AI will be everyone's best friend
- 2. Brands will focus on hyper-personalization
- 3. It’s all about mapping out the full digital experience
- 4. Social commerce will move towards community commerce
- 5. Prioritizing data protection will be key
- 6. Understanding mobile app behavior
- Get more insights into the latest trends in digital marketing and CX
88% of consumers say a company’s customer experience is as important as its products or services (Salesforce). With businesses competing on experience, it’s those that embrace emerging innovations and digital marketing trends that will stay ahead of their competitors in 2024. We asked leading brands such as Nasdaq, Snowflake and American Express to share their predictions on what digital trends they think will dominate the landscape next year…
From generative AI to community commerce, here are their predictions for next year…
1. Generative AI will be everyone’s best friend
“I don’t think Gen AI is going anywhere. I think we’re going to get smarter about how we’re going to use it, how we adopt it across all levels, what prompts to ask it, and how to think about what the follow-ons from those are. Generative AI is all the rage—it’s going to be everyone’s best friend, but only if we figure out how to use it.”
– Sehr Thadhani, Chief Digital Officer at Nasdaq
2. Brands will focus on hyper-personalization
“Hyper-personalization is going to be the big trend for brands. It’s all about delivering the right content at the right time to the right people, which has always been the challenge in marketing—it’s always about relevance and timing. Before the days of data, personalization wasn’t possible. But now, we have more data than we’ve ever had before. We also have tools like Contentsquare that will help us with personalization.”
– Denise Persson, Chief Marketing Officer at Snowflake
3. It’s all about mapping out the full digital experience
“Long gone are the days where you’re just trying to figure out what happened on a page. It’s now all about user pathways (which can jump from one experience to another across different devices), mapping out the full digital experience and connecting it with your offline experiences. We can talk about AI and many other tools, but you have to get the basics right. Do you have the right data quality to have all the right processes in place? And do you have a culture of experimentation to fuel the innovation on the right experiences for your customers?
– Ayuna Tckachenko, VP of Digital Analytics and Experimentation at American Express
4. Social commerce will move towards community commerce
“The future of CX is social commerce. But I don’t mean seeing something great on Instagram and clicking the link to buy it. It’ll be more about bringing your friends into purchase decisions and planning things in groups. Our customers travel together, so we’re looking at how we can bring them together in a space where they can talk and connect. And also, how we can actually engage with that group from a brand perspective, either through a digital experience or with a live human being.”
– Kellay Buckelew, VP of Digital Experience at Norwegian Cruise Line
5. Prioritizing data protection will be key
“In the realm of digitalization, 2024 will see a shift towards hyper-personalization, with AI-driven algorithms tailoring user experiences at an unprecedented level of granularity, while also prioritizing user consent and data protection in compliance with evolving privacy regulations.”
– Veronika Morozová, CRO Manager at IU International University of Applied Sciences
2024 Digital CX Trends
Discover ten trends and what you can do to prepare your business for 2024—and beyond.
6. Understanding mobile app behavior
“We’ve been saying mobile-first for quite some time now, but it’s important to understand what your app is actually used for and why your customers are using your app mobile versus desktop, especially in a hybrid world. And then you should build for that in mind because it might not be a one-size-fits-all solution and your customers might be using your app for different aspects.”
– Alexandra London, Head of Digital at Zoom
Get more insights into the latest trends in digital marketing and CX
Download our What’s Next in CX? 2024 Digital Customer Experience Trends Report to dive into ten digital customer experience trends set to dominate the landscape next year, as identified by a survey of 2700+ business professionals in marketing, UX and product roles from retail, B2B, financial services, telco and many more.
Get the report to find out:
- Which digital trends digital professionals think will matter most
- How digital professionals think about these trends (and how to adapt to them)
- What you can do to prepare your business for 2024—and beyond
Plus, find out how our digital experience analytics platform is already putting these future trends into practice to help brands increase customer happiness and drive growth.
