In 2024, businesses will be looking to optimise the customer experience by expanding the channels and ordering methods customers can use to shop online. AI innovations will be adopted to create a more robust ecommerce presence, with data connected to offer more ways for shoppers to discover and purchase, digitally or in physical stores. AI can also be used to create a more personalised experience and ensure optimal tone and brand consistency when communicating with consumers. Shoppable ads will also be a key trend, with retailers and manufacturers leveraging them to create connected customer experiences across multiple touchpoints. AI and automation will also help brick-and-mortar retailers to fill the gaps, providing more efficient customer service with prompt, personalised responses. All of this will lead to increased customer satisfaction and loyalty, with brands better able to meet the demands of the modern customer.
Originally reported by Martech: https://martech.org/2024-predictions-ecommerce-and-retail/
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