Digital Experience

DX Best Practices Forrester: Five best practices to design for empathy in digital experiences. Brands that design for empathy in digital experiences demonstrate customer understanding, bolstering both trust and loyalty. Get the best practices from Forrester.

Trends tend to get a bad rap. Often they're seen as ephemeral and labeled as passing fads. "Wait it out," some will say, "a new trend will emerge soon enough." There isn't necessarily something wrong with this point of view. Skepticism can be healthy. The pet rock has not yet made its big comeback.

That said, sometimes trends have real staying power, going on to change the way individuals and brands interact for years to come. The year's biggest trends in digital customer experience (CX), for example, have been a long time in the making and have every chance of creating a significant, lasting impression.

The five digital CX trends for 2024 that we're putting forth are informed by research and conversations conducted by Execs In The Know, in partnership with Nova Dex, with leaders, including a survey of 117 customer experience executives across industries. These technologies and strategies are being talked about, and implemented, by some of the world's most successful brands. You'll want to consider these trends as you iterate upon your CX strategies and look to win customers and their trust.