2024 will be the year that separates the innovators from the followers. Sluggish responses, unresolved issues, and disconnected customer journeys are relics of a bygone era of customer experience (CX). Any delay in embracing this revolution could see your customers swiftly turning towards those who have.

So, at the end of this article, I don't have advice for you. I know, shocking. What's a year-end, prophetic, all-encompassing trends list without some good-old-fashioned career advice? Well, I think that's boring. And this past year in customer experience (CX) has been anything but.

So after this list of CX trends-the 4 ways of thinking and working that you'll need to thrive in 2024-I want to leave you with the advice I would have given myself a year ago instead. Because as the new year is upon us, the onus is on forward-thinking CX leaders to ensure you're not just following trends, but defining them.

So, let's talk about CX trends.