This report examines the trends defining CX in 2024 and explains how they can be leveraged through the contact center. With insights from organisations including Netflix, Major League Baseball, Metacask, and OctoGate, it sets out the practicalities of adopting the biggest trends and the unique role that solution providers must play to support organisations as they continue to transform.

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Developed in association with Zoom, the findings cover a range of topic including:

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• How multimedia service and support, automation, generative AI and natural language processing will shape CX in 2024

• The business and EX impact of embracing change and driving innovation

• Why hyper-personalisation and machine customers need to be on any practitioner’s radar