CX Trends in 2024: The Power of Personalization

Since it’s a new year- not sure about you but 2023 was a challenge to say the least- I wanted to discuss some key customer experience trends which will continue into 2024. I find it essential to explore the standout trend that is expected to not only endure but evolve further which is the emphasis on personalization. In the coming year, we can expect a next level of tailoring experiences to individual customer tastes, preferences, likes, and dislikes. Personalization will continue to manifest in various forms, including messages, products, and offers, with the goal to align with each customer's unique preferences. While the benefits of targeted offerings are clear and may feel helpful to most of us, it's important to acknowledge some associated drawbacks, a huge one is ongoing privacy concerns.

We’ve all been there and I’m sure you've experienced a scenario where your online activity or even a casual conversation at home triggers an uncannily related sponsored ad on Instagram or YouTube based on what you were discussing, searching or even thinking about- or at least that’s how it seems- just minutes later! This rapid alignment of content with your recent discussions or searches is just one example of the power and commonality of personalization within our digital world. We can expect more of it in 2024 and beyond. Personalization, like anything, has its positives and negatives. For example, what if an ad is not helpful or relevant and becomes a nuisance, or worse yet- what if its embarrassing? How do we control this?

I found this sponsored ad from WorkHuman on Instagram to be helpful and something I’d be interested in since I’m currently exploring new career opportunities. I'm interested in human resources and hiring trends and possibly because I’ve signed up for these, or similar webinars in the past and my socials are now aware.

I did a bit of research and stumbled upon some compelling insights on personalization in our current era:

• 80% of consumers looking to make a purchase are more inclined to do so from a company that delivers tailored experiences, confirming personalization is desirable.

• 56% of those consumers shopping are more likely to return to a website that offers product recommendations.

• (Source: LiveHelpNow)

Based on these numbers, personalization is only going to become even more amplified from here on in. The effectiveness of personalization in influencing consumer behavior is clear. Technology is the driving factor behind this trend, amongst others. As we delve deeper into the realm of personalization within the customer experience landscape, it's clear that we've only just scratched the surface. The coming year promises further exploration and innovation, paving the way for continued discussions on the evolving dynamics of personalized customer experiences. Buckle up; there's much more to unravel in the fascinating world of CX personalization!