The Emerging Trends of CX in 2024

Published on Jan 12, 2024

The customer experience (CX) landscape constantly evolves, and businesses must stay ahead of the curve to remain competitive. As we look towards the future, we must understand the emerging trends shaping the CX landscape in 2024.

In this article, we’ll explore the top customer experience trends that are expected to dominate the healthcare, ed-tech, and insurance industries in 2024.

The Importance of CX in the Healthcare Industry

The healthcare industry is no exception to the growing importance of customer experience (CX). Providing a positive and personalized CX is crucial in this industry, as it directly impacts patient satisfaction, loyalty, and overall healthcare outcomes.

One of the key trends in CX for the healthcare industry in 2024 is the shift towards patient-centric care. Healthcare providers recognize the need to focus on patient’s needs and preferences rather than adopt a one-size-fits-all approach.

Personalization

Personalization and customization will significantly affect the healthcare industry’s CX strategy. Patients will expect tailored healthcare experiences that address their specific needs and preferences. This could include personalized treatment plans, customized communication channels, and individualized care coordination.

UK-based healthcare company Babylon Health provides personalized care through its subscription-based mobile app. It leverages features such as 24/7 access to virtual consultations with doctors, AI-powered symptom checking, and customized health plans to boost user engagement.

Advanced-Data Analytics

Another vital aspect of CX in the healthcare industry is data and analytics. Healthcare providers can gain valuable insights into patient behaviors, preferences, and health outcomes by leveraging patient data. This data can then be used to improve care delivery, personalize treatment plans, and identify potential health risks.

Several healthcare companies leverage integrations with wearables and IoT devices to provide remote patient monitoring services. With a large amount of data available for each patient, doctors can gain better insights, positively influencing their treatment plans.

CX Trends in the Insurance Industry

The insurance industry has traditionally needed to adopt new technologies faster and adapt to changing customer expectations. However, with the rise of insurtech companies and increasing competition, insurance companies focus on improving the customer experience.

Personalized Policies

Similar to the healthcare industry, personalization will be a key trend in the insurance industry in 2024. Customers will expect insurance policies tailored to their specific needs and lifestyle.

This could include usage-based insurance, where premiums are based on actual usage rather than general risk factors, or personalized coverage options based on individual needs and preferences.

Insurtech firms such as Lemonade, Acko, and Ditto are at the forefront of personalized insurance services with tailored coverage and payment plans to match the needs of evolving users.

Embracing Digital Channels

With the rise of digital natives and the increasing use of technology in everyday life, customers now expect a seamless digital experience from their insurance providers. In 2024, insurance companies must embrace digital channels to meet these expectations.

This could include offering online policy management, digital claims processing, and chatbots for customer service. Insurance companies can improve customer satisfaction and retention by providing a convenient and efficient digital experience.

In India, IRDAI has pushed for the adoption or integration of ABHA by Insurance companies. With a focus on reducing data silos and streamlining processes for the end customer, several insurance companies are adopting the same into their digital systems.

Winds of Change with CX in EdTech

The tech industry is experiencing rapid growth and transformation, and customer experience (CX) is crucial to its success. Here are some key points about the importance of CX in the ed-tech industry

Improving student engagement

CX is essential in the ed-tech industry as it directly impacts student engagement. Ed-tech companies must provide a user-friendly and intuitive platform that encourages students to participate actively in their learning journey. By offering personalized learning experiences, interactive content, and seamless navigation, edtech platforms can enhance student engagement and motivation.

For example, Indian ed-tech firm Takshila Learning provides its students the option to learn through 3D simulations in online classes, gamification to drive motivation in completing quizzes, tests, and surveys, and AI-powered learning assistants, which provide tips, relevant resources, and query resolutions to the students.

Following trends from the past year, many use cases have been built through extended reality technologies such as AR and VR, which promote remote learning. You can find more information in our industry report.

Driving Accessibility and Inclusivity

In the ed-tech industry, CX also focuses on making education accessible to all. By leveraging technology, ed-tech companies can provide learning opportunities to students facing physical, geographical, or socio-economic barriers.

This includes offering multi-language support, closed captioning, and assistive technologies to ensure all students can access and benefit from educational resources.

The Indian government’s initiative Sunbird, built as a digital initiative for learning, provides essential tools for new-age tech firms. The open-source, configurable, and modular digital infrastructure is designed for massive-scale implementation. It has several modules, such as Bhashini, allowing real-time translation into multiple regional languages in India.

Discover how we successfully helped India’s leading online education provider implement Sunbird into their platform.

The Future of CX in 2024

The customer experience landscape constantly evolves, and businesses must adapt to stay ahead of the competition. By embracing emerging trends and leveraging technology, companies in the automotive and insurance industries can provide a more personalized, efficient, and convenient experience for their customers.

In 2024, we expect to see a greater focus on personalization, digital transformation, and the use of technologies such as AI and IoT. By staying ahead of these trends, companies can improve customer satisfaction, retention, and their bottom line.

We have all witnessed Industrial Revolutions reshape manufacturing, not just once, but multiple times throughout history. Yet perhaps “revolution” isn’t quite the right word. These were transitions, careful orchestrations of human adaptation, and technological advancement. From hand production to machine tools, from steam power to assembly lines, each transition proved something remarkable: as machines evolved, human capabilities expanded rather than diminished.

Take the First Industrial Revolution, where the shift from manual production to machinery didn’t replace craftsmen, it transformed them into skilled machine operators. The steam engine didn’t eliminate jobs; it created entirely new categories of work. When chemical manufacturing processes emerged, they didn’t displace workers; they birthed manufacturing job roles. With each advancement, the workforce didn’t shrink—it evolved, adapted, and ultimately thrived.

Today, we’re witnessing another manufacturing transformation on factory floors worldwide. But unlike the mechanical transformations of the past, this one is digital, driven by artificial intelligence(AI) working alongside human expertise. Just as our predecessors didn’t simply survive the mechanical revolution but mastered it, today’s workforce isn’t being replaced by AI in manufacturing, they’re becoming AI conductors, orchestrating a symphony of smart machines, industrial IoT (IIoT), and intelligent automation that amplify human productivity in ways the steam engine’s inventors could never have imagined.

Let’s explore how this new breed of human-AI collaboration is reshaping manufacturing, making work not just smarter, but fundamentally more human.

Tools and Techniques Enhancing Workforce Productivity

1. Augmented Reality: Bringing Instructions to Life

AI-powered augmented reality (AR) is revolutionizing assembly lines, equipment, and maintenance on factory floors. Imagine a technician troubleshooting complex machinery while wearing AR glasses that overlay real-time instructions. Microsoft HoloLens merges physical environments with AI-driven digital overlays, providing immersive step-by-step guidance. Meanwhile, PTC Vuforia’s AR solutions offer comprehensive real-time guidance and expert support by visualizing machine components and manufacturing processes. Ford’s AI-driven AR applications of HoloLens have cut design errors and improved assembly efficiency, making smart manufacturing more precise and faster.

2. Vision-Based Quality Control: Flawless Production Lines

Identifying minute defects on fast-moving production lines is nearly impossible for the human eye, but AI-driven computer vision systems are revolutionizing quality control in manufacturing. Landing AI customizes AI defect detection models to identify irregularities unique to a factory’s production environment, while Cognex’s high-speed image recognition solutions achieve up to 99.9% defect detection accuracy. With these AI-powered quality control tools, manufacturers have reduced inspection time by 70%, improving the overall product quality without halting production lines.

3. Digital Twins: Simulating the Factory in Real Time

Digital twins—virtual replicas of physical assets are transforming real-time monitoring and operational efficiency. Siemens MindSphere provides a cloud-based AI platform that connects factory equipment for real-time data analytics and actionable insights. GE Digital’s Predix enables predictive maintenance by simulating different scenarios to identify potential failures before they happen. By leveraging AI-driven digital twins, industries have reported a 20% reduction in downtime, with the global digital twin market projected to grow at a CAGR of 61.3% by 2028

4. Human-Machine Interfaces: Intuitive Control Panels

Traditional control panels are being replaced by intuitive AI-powered human-machine interfaces (HMIs) which simplify machine operations and predictive maintenance. Rockwell Automation’s FactoryTalk uses AI analytics to provide real-time performance analytics, allowing operators to anticipate machine malfunctions and optimize operations. Schneider Electric’s EcoStruxure incorporates predictive analytics to simplify maintenance schedules and improve decision-making.

5. Generative AI: Crafting Smarter Factory Layouts

Generative AI is transforming factory layout planning by turning it into a data-driven process. Autodesk Fusion 360 Generative Design evaluates thousands of layout configurations to determine the best possible arrangement based on production constraints. This allows manufacturers to visualize and select the most efficient setup, which has led to a 40% improvement in space utilization and a 25% reduction in material waste. By simulating layouts, manufacturers can boost productivity, efficiency and worker safety.

6. Wearable AI Devices: Hands-Free Assistance

Wearable AI devices are becoming essential tools for enhancing worker safety and efficiency on the factory floor. DAQRI smart helmets provide workers with real-time information and alerts, while RealWear HMT-1 offers voice-controlled access to data and maintenance instructions. These AI-integrated wearable devices are transforming the way workers interact with machinery, boosting productivity by 20% and reducing machine downtime by 25%.

7. Conversational AI: Simplifying Operations with Voice Commands

Conversational AI is simplifying factory operations with natural language processing (NLP), allowing workers to request updates, check machine status, and adjust schedules using voice commands. IBM Watson Assistant and AWS AI services make these interactions seamless by providing real-time insights. Factories have seen a reduction in response time for operational queries thanks to these tools, with IBM Watson helping streamline machine monitoring and decision-making processes.

Conclusion: The Future of Manufacturing Is Here

Every industrial revolution has sparked the same fear, machines will take over. But history tells a different story. With every technological leap, humans haven’t been replaced; they’ve adapted, evolved, and found new ways to work smarter. AI is no different. It’s not here to take over; it’s here to assist, making factories faster, safer, and more productive than ever.

From AR-powered guidance to AI-driven quality control, the factory floor is no longer just about machinery, it’s about collaboration between human expertise and intelligent systems. And at Mantra Labs, we’re diving deep into this transformation, helping businesses unlock the true potential of AI in manufacturing.

Want to see how AI-powered Augmented Reality is revolutionizing the manufacturing industry? Stay tuned for our next blog, where we’ll explore how AI in AR is reshaping assembly, troubleshooting, and worker training—one digital overlay at a time.

The Emerging Trends of CX in 2024