2024 Tech Trends: CDPs, EX & CX Convergence, Real-Time Analytics, and The Promise and Perils of AI
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More businesses will adopt customer data platforms (CDP) in 2024 to deliver faster, personalized, and intelligent experiences.
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There will be greater blending of employee experience (EX) and customer experience (CX) using HR data and AI.
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Businesses will shift from surveys to real-time voice/sentiment analysis to understand customers and employees.
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AI implementations will see failures in 2024 due to lack of maturity, policies, training, and safeguards.
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Companies will build granular skills ontologies to ensure business continuity, manage automation risk, and identify adjacent skills needs.