Customer Experience and Personalization Trends

13. Diversity, Equity and Inclusion Will Continue To Be Top of Mind

Diversity, equity and inclusion (DEI) should be taken into consideration in 2024 That’s because many Gen X, millennial and Gen Z employees care about DEI and because younger generations identify as being more racially and ethnically diverse than previous generations

As a result, B2B advertisers should be aware of the importance of DEI in their creative and their placements

According to GWI, brands should look to prioritize building stronger connections through cultural research and understanding to embody the values of their customers

Historical and social context shape the worldview of consumers particularly BIPOC, LGBTQ people and other marginalized groups and can have a big impact on not only consumer identity, but also brand loyalty and purchase behavior

14. Speed, Convenience and Delivery Will Drive Customer Satisfaction

According to eMarketer, the top three factors for a good customer experience as identified by U S consumers are:

As a result, when developing customer experience (CX) marketing plans and strategies for 2024 and working cross-functionally to reduce customer churn, keep these factors in mind and find tactics, methodologies and technologies that can help you achieve optimal customer satisfaction