On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024.
Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer interactions, what brands are looking for from outsourcing partners and much more.
Listen for the compelling insights of Annette Franz, founder and CEO of CX Journey Inc., and Kory Laszewski, vice president of global sales at TELUS International.
Want to dive deeper on the latest trends in CX? Download a copy of 2024 CX Leaders & Trends Insights by Execs In The Know, in partnership with TELUS International:
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#QuestionsForNow #CustomerExperience #Podcast
0:00 What trends are shaping customer experiences in 2024?
1:36 Why are brands prioritizing customer centricity?
3:53 How do you foster a more customer-centric organization?
7:10 Why are brands turning to data-driven CX to adapt to customer expectations?
8:28 What can brands do to better understand their customers?
11:03 What challenges do brands need to address with their program data?
15:33 Why are brands investing in customer-facing and agent-facing AI solutions?
17:53 How can voice-based live language translation change the way customer experience is delivered?
21:21 How are CX partnerships between brands and outsourcing partners changing?
25:48 How soon will this podcast be out of date?
26:53 Outro
