TRNS
FRMD
OMNICHANNEL CX
TREND BOOK
[Link]
2024
Contents
MARKET INSIGHTS CX TRENDS BEST PRACTICES
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OMNICHANNEL CX
MARKET
INSIGHTS
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CX Management Market Insights
Market Growth 12.2%
CAGR (2023-2028)
11.4% Billion (USD)
2023
Market Size
20.4% Billion (USD)
2028
Integrating advanced technologies
such as AI, analytics, and cloud
Growth Drivers platforms amplifies the impact of
customer experience management
strategies
North America held the largest
Market Share Market share of approx 40%
Canada is the fastest growing
market in the region
Source: [Link]
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CX Management Market
Insights
A 5% improvement in Omnichannel Shoppers have
customer retention 30% higher lifetime value
results in profit growth than those who shop using
of more than 25% only one channel
(Bain & Company) (Google)
Every year, a total of 60% prefer email, 58%
$1.6 trillion is lost in the prefer phone, 48% prefer
United States as a live chat, 24% choose SMS/text,
result of consumers and 18% prefer social
switching brands after media for simple service
)elgooG(
receiving bad requests
customer service
(Zendesk)
(Accenture)
70% of consumers believe AI has become a modern part of
customer service
(Zendesk)
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OMNICHANNEL CX
CX TRENDS
2024
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CX Trends - 2024
Advancement of AI in CX 01
Generative AI will become more ingrained in CX strategies. It will
augment human interactions, automate repetitive tasks, and enable
hyper-personalization to cater to individual customer preferences.
This trend emphasizes AI's role in enhancing rather than replacing
human efforts, leading to more efficient and personalized customer
experiences.
Omnichannel and Hyper-personalization 02
Omnichannel strategies will evolve to offer truly seamless
experiences across all customer touchpoints, leveraging AI to
understand and predict customer behavior. This will result
in CX that is highly personalized, with customer interactions
informed by data across channels to create a unified and
contextually relevant experience.
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CX Trends - 2024
Voice and Conversational Interfaces 03
Voice assistance and conversational AI will see increased adoption,
reducing customer wait times and enabling more natural interactions.
Companies will invest in enhancing voice recognition technology and
chatbots to provide immediate, 24/7 support across various platforms.
Economic Strategy in CX Investment 04
Economic uncertainties will influence CX investment strategies.
Companies will be more judicious and valuedriven when allocating
resources for CX technologies, seeking to maximize ROI and customer
satisfaction withoutoverextending budgets.
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CX Trends - 2024
Data Security and Privacy 05
As customer interactions become more data-driven, companies will
prioritize the security and privacy of customer information, ensuring
compliance with regulations and building trust through transparent
data practices.
Sector Knowledge 06
Companies will prioritize sector expertise and industry knowledge when
selecting CX providers, seeking partners that understand their specific
business challenges and language.
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OMNICHANNEL CX
BEST
PRACTICES
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“Buying Differently” for CX in 2024
Vendor Consolidation for CX:
Organizations are streamlining their customer
experience (CX) delivery by reducing the number of
End-to-End CX Solutions: CX vendors. This consolidation is aimed at simplifying
Companies are increasingly partnering with vendors management, fostering better integration, and achieving
that can offer comprehensive CX solutions encompassing a unified approach to omnichannel customer interactions.
the entire customer journey, from awareness and
acquisition through service and retention, within a
Operational Efficiency:
single platform or suite of tools.
By engaging with fewer vendors, companies aim to
reduce the operational complexity and costs associated
Unified Customer Data: with managing multiple contracts and systems, thus
A more consolidated vendor approach allows organizations enhancing overall efficiency in delivering a seamless
to centralize customer data, providing a holistic view of omnichannel experience.
customer interactions across channels and enabling more
coherent and datadriven CX strategies. Cost-Effective CX Innovation:
Single-provider solutions often result in cost savings through
bundled offerings and eliminate the need for separate
Streamlined CX Management:
integrations, allowing businesses to invest more in
With comprehensive solution providers, organizations can
innovating their omnichannel CX.
streamline their CX management, enabling quicker
deployment of new features, more consistent updates, and
easier scalability to meet evolving customer expectations in
an omnichannel environment.
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Key Steps to Omnichannel CX design
and deployment
Customer Insight and Strategic Engaging Content and Personalized
Alignment Customer Journey Design
- Analyze customer behaviors and - Craft personalized content for each
preferences across channels. touchpoint in the customer journey.
- Align omnichannel CX strategy with - Design the CX to allow smooth transitions
specific customer journey milestones. between online and offline channels.
- Foster collaboration across marketing, - Utilize customer data to predict needs
sales, and customer service teams. and tailor experiences proactively.
- Secure executive buy-in for resource 01 02 - Test and optimize UX/UI for consistency
allocation and strategy support. and ease of use across platforms.
Seamless Technology Integration Effective Implementation, Employee
and Robust Data Management
03 04 Empowerment, and Agile Adaptation
- Select CX platforms that integrate - Roll out the omnichannel solution in phases,
seamlessly with existing CRM and ERP monitoring performance and collecting
systems. feedback.
- Ensure a unified customer database for a - Train employees thoroughly, emphasizing
single view of customer interactions. their role in delivering a unified CX.
- Leverage data analytics for real-time - Establish feedback loops with customers to
customer insights and decision-making. continually refine the CX.
- Prioritize data security and privacy in all - Stay agile, adapting the strategy based on
technology solutions. customer feedback, market trends, and
technological advancements.
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TRNS
FRMD
About Us
B-TRNSFRMD specializes in enhancing customer interactions and rapid adaptation through innovative solutions and consulting. We
reduce Total Cost of Ownership and improve experiences with advanced technology like Generative Al and workflow automation.
Partnering with leading platforms, we ensure efficient achievement of client goals. As a proud Texas-based company, we're
committed to setting new standards in experience transformation.
To learn more, visit [Link] or follow us on Linkedin.
SOLUTION
PARTNERS
Contacts
Gans Subramanian
Managing Partner +1.469.956.9058 success@[Link] [Link] LinkedIn
gans@[Link]
The information contained within this report is gathered from multiple sources believed to be reliable. The information may contain
errors or omissions and is presented without any warranty or representations as to its accuracy.
© 2024 B-TRNSFRMD. All rights reserved.
