The Acxiom 2024 CX Predictions report highlights emerging AI-driven trends reshaping customer experience in sales and marketing. Key trends include shoppable ads enhancing e-commerce through interactive and direct purchase ads; proactive customer service through AI, offering personalized and anticipatory support; a focus on healthy acquisition and retention, emphasizing quality customer engagement over quantity; predictive personalization, where AI forecasts customer needs for tailored experiences; and sustainable CX, where consumer preference for environmentally and socially responsible brands is growing. The report emphasizes the need for a strong data foundation to leverage AI effectively, underlining that AI-powered solutions should create value for both businesses and their customers.

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