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2024 CX Predictions: AI, Touchpoints, and Personalization
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Overview
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Growing importance of customer experience (CX) in business with projected global spending increase to $641 billion in 2023. Key predictions for 2024 include supporting CX with generative AI, emphasizing omnichannel touchpoints, empathetic-led CX, and hyper-personalization through data acquisition.
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How can businesses effectively balance the need for personalization with consumer privacy and data protection?
How might the increasing investment in CX impact the competitive landscape for businesses?
What are the potential ethical considerations associated with using generative AI in customer experience?
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