In 2023, the increasing use of advanced technology changed how businesses communicate with customers. But what can we expect in the customer experience as we go into 2024? Joining us on today’s episode of The Small Business Show is Joseph Michelli, Speaker, New York Times Best-Selling Author, and the CEO of The Michelli Experience. Michelli shares his perspective on this topic.
Key Takeaways
1. Michelli has been focusing on customer work for the past 30 years. However, in 2023, entrepreneurs encountered some trends that made them brace themselves for the year ahead. They knew AI was out there but did not expect its accelerated growth or how brands could reach customers through their own preferences.
2. Despite being aware of AI, many entrepreneurs still have reservations about the idea of “robots.” They are generally uncomfortable with the rapid growth of technology and its impact on our emotional intelligence and daily lives.
3. Michelli states, “2024 will witness more hyper-personalization than ever before.” There will be a rise in voice and conversational interfaces, augmented reality will gain momentum, customer privacy will increase, and self-service will become more prevalent.
4. Since the pandemic, people have become more willing to embrace accelerated technological growth, even if they were previously skeptical.
5. Moving forward, Michelli believes that consumers will be more in charge. If you are a small business owner, do not rely solely on technology, but invest in emerging technology wisely, and it will be an excellent year for you.
"AI is possibly the fastest growth of a singe-used technology I've seen throughout my career." – Joseph Michelli.
