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24 Communication Trends for 2024 [Article and Infographic]

Gina Armada, Dan Ward, and the MHC Marketing Team     Written: July 15th, 2019      Last Updated: April 22nd, 2024

24 communication Trends 2024 web banner

In 2023, we saw every conceivable consumer item offered in Barbie pink, inspired by the wildly popular Greta Gerwig movie. The impossible-to-ignore rise in innovations within Artificial Intelligence (AI) were dinner party fodder. And the beloved Y2K fashion essentials such as boot-cut jeans, Uggs, and cargo pants came back around again (after years of making fun of dads for wearing pants with all those pockets). It seems that trends make the world go ‘round. What we are looking for as a society is constantly changing and evolving, communicating important information about the state of the world at the time and how the culture is shifting. And the communications world is not immune to revolving trends.

We’ve seen an overwhelming (and sometimes exhausting) number of changes in how we experience the world over the past few years. Especially when it comes to the speed at which technology has evolved in that time. All of these changes have inarguably impacted how organizations and customers interact with each other. As a proven leader in the customer communication management space, MHC is very interested in where the future of communication is guiding companies and customers alike. As our president and CEO, Gina Armada, was honored with Aragon Research’s Women in Technology Award for 2021, MHC is looking to the future of the communication space and how we can help positively provide solutions that will keep your organization in-step with these emerging trends.

We’ve seen a lot of change over the last several years. How organizations operate and how customers interact with those organizations has changed significantly – in ways we never could’ve imagined a mere five years ago. But as the smoke begins to clear and we get greater insight into how this unprecedented time in history will change behavior going forward, one thing has become crystal clear. Automation, in its many forms, is undeniably the foundation to enable successful communication in 2024 and beyond. At MHC, we believe the organizations that leverage flexible, scalable and reliable automation functionality to engage in tailored, one-to-one customer communications will quickly leapfrog their competition.

Gina Armada, CEO of MHC Automation

INFOGRAPHIC
Discover the 24 Trends in our Infographic

Sometimes you need a visual to really drive a point home. Learn about the 24 communications trends we’ve identified in 2024 with this handy, aesthetically-pleasing infographic. Scroll through the biggest developments in communications we anticipate this year!

1. AI Is Shaping User Experience

Life has come at us fast.

In past years, as we analyze current and coming trends in the world of communications, there were developments that seemed way off in the future. The question of artificial intelligence was pretty much things like chatbots, virtual reality, augmented reality- technology that has existed in some iteration since the internet truly took off. However, with the advent of products such as ChatGPT and Gemini, we can’t ignore the juggernaut that is AI. Advancements in AI technology have been coming at the world fast and furious in the past years. And to be frank, most people have been surprised by the tech company that has managed to step to the forefront of this groundbreaking technology.

OpenAI’s ChatGPT has become a household name since its November 2022 launch. Beyond the buzz of passing exams and writing theses, everyday users are finding practical applications, showcasing OpenAI’s leadership in generative AI technology. 

Microsoft’s $1 billion investment in OpenAI in January 2023 further accelerated innovation, giving rise to a more integrated and intuitive search experience with the resurgence of Bing in February 2023. The redesign and introduction of AI-driven features marked a significant shift in the search engine landscape, while Google faced setbacks with the lackluster launch of Bard (now included in Gemini, Google’s most advanced generative AI model to date), resulting in a substantial stock value loss.

Despite being a dominant force in the tech space, Google’s was slower to build momentum, promoting the eventual development of —an ambitious attempt to rival the user-centric approaches offered by Bing and ChatGPT. Gemini’s promise of a tailored and forward-thinking search experience positions it as a potential game-changer for Google in the evolving AI market. As 2024 unfolds, the competition for AI-driven search dominance heats up, setting the stage for transformative advancements. 

In the coming year, customer communication and customer service can expect further impacts of AI. Chatbot and virtual assistants will become more sophisticated, offering a more intuitive user experience while giving customers real-time support. 

Predictive and sentiment analysis will give companies a glimpse into the true needs of their customers and work towards meeting those needs more proactively. Personalized communications (including language translation) will continue to offer an engaging, tailored experience for customers, making them more loyal to your company. 

Routine customer service requests such as returns or login credential assistance will become truly automated. And as fraudsters become more sophisticated, the data security and privacy offered by AI will detect and avert potential breaches while safeguarding customers’ personal information.

google-gemini-iconGEMINI’S TAKE
” AI is already having a big impact on customer communication and service, and that’s set to continue throughout 2024.(…)Overall, AI is transforming customer communication and service by making it more efficient, personalized, and convenient. Businesses that embrace AI can expect to see improvements in customer satisfaction, loyalty, and revenue.”
Read more> 

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

Chatbots are no longer seen as the height of technology when it comes to artificial intelligence. Users now expect most websites to offer this feature. If you are just now thinking about implementing a chatbot, you’re already behind. Make sure that you know where users’ interests lie and keep an eye on technologies like ChatGPT and Gemini. Become acquainted with both products and gain a better understanding of just how they are improving customer communication across all industries. Ensure that your website is well stocked with data and information, as in short order, customers will no longer be willing to sift through multiple links to access the information. Be prepared and make sure the results from AI-integrated search engines are placing your organization in its very best light.

Dan Ward HeadshotWHAT TEAM MHC SAYS
“AI is not just transforming customer service; it’s redefining the entire customer experience. From intelligent chatbots offering instant assistance to predictive analytics anticipating customer needs, AI has become the cornerstone of personalized, efficient, and proactive customer interactions. As businesses embrace this technology, they are not just addressing queries but creating meaningful connections, elevating customer satisfaction, and setting new standards for service excellence in the digital era.”
–Dan Ward, Chief Technology Officer

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2. Automate Your Communications

Keeping regular, open communications with your customers can be an overwhelming task and unless you can dedicate someone to it full-time, you’re guaranteed to miss opportunities to engage meaningfully.

It has never been more important to communicate with your customers based on their individual preferences, according to current trends in communications. Or to deliver those communications to any device via an omnichannel distribution method.

Lastly, it’s crucial to be able to leverage the vital insight gained about how your customer interacts with your communication with customer journey mapping and analytics. An automated customer communications management (CCM) system is precisely what will grant you this all-important information.

MHC EngageCX is a proven cloud-powered CCM solution that allows you to prioritize how you engage with your customers and how they view your company. Generate all the content you need within the system and then schedule that content to be delivered at a specific time via multiple different communications platforms. This cuts down the time and hassle involved with creating and sharing content for individual platforms.

Gina Armada HeadshotWHAT TEAM MHC SAYS
“Automating your communications enables consistent, impactful interactions with your customers, yet in a personalized way. Never again overlook a chance to truly engage with your customers in memorable ways that confirm for them why they chose you.”
Gina Armada, CEO of MHC Automation

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

It’s becoming increasingly apparent that customer experience is vitally important. Organizations are learning that it doesn’t matter how good their product or service is, if the customer doesn’t have a positive experience with your company, they’re likely to take their money elsewhere. Using a communication automation system, you can upgrade document production, offer omnichannel distribution for the convenience of your customer, and enhance their overall view of the benefits your company provides to them.

More On Automating Communications >

google-gemini-iconGEMINI’S TAKE
Yes, all signs point to continued growth in enterprise communication automation throughout 2024.(…)Automation is becoming a key driver in improving business communication and is expected to be a dominant trend in the enterprise communication landscape for years to come.”
Read more> 

3. Search Generative Experience Is Changing the Conversation

Many have dubbed 2023 “The Year of AI”. Whether it was the unprecedented ouster (and subsequent rehiring) of Sam Altman from OpenAI or questions about the ethics of the technology during the lengthy Writer’s Guild of America and SAG-AFTRA strikes, AI was a mainstay of discourse in the everyday news cycle. Finally graduating from highly niche tech spheres, user-friendly platforms such as ChatGPT and Midjourney gave laypeople a glimpse into the power of the technology. 

As the wider population becomes more comfortable with generative AI, generating silly images of comedy show host John Oliver or attempting to cheat on that literature essay became a regular occurrence for previously uninitiated users. So what can we expect next for this evolving technology?

Given that 99,000 search inquiries are made every second, the use of generative AI in search seems the logical next step into this yet-unconquered field. 

Having only been available in Japan, India, and the US, in 2023 Google announced the expansion of Search Generative Experience (SGE) to over 120 new countries and territories. Supporting four new languages (Spanish, Portuguese, Korean, and Indonesian), making this technology more accessible to a wider audience across the globe. 

SGE uses generative AI models within Google’s search algorithms to improve understanding, context, and relevance for user search inquiries. Integrating advanced natural language processing (NLP) models, the algorithm is prepared to better understand the nuances of user queries, returning more relevant and compelling results.

The impact of generative search extends beyond personalization, offering users an interactive and immersive dimension. Picture being able to explore a 3D model of a product directly within the search results or stepping into a virtual reality experience to tour a destination—all seamlessly integrated into your search experience.

Perhaps one of the most exciting aspects of generative search is its ability to provide proactive and anticipatory results. By leveraging predictive algorithms, generative search engines can anticipate user needs before they even complete their queries, suggesting relevant results or actions. It’s like having a search companion that understands your preferences before you express them.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

In 2023, everyday users became far more comfortable with the notion of AI expanding past the confines of what internet technology could once accommodate. People began to investigate how AI technology could benefit them personally and professionally. And as everyone with access to a laptop and WIFI
As we look ahead to 2024, the influence of generative search on Search Engine Results Pages (SERPs) is anticipated to be substantial. From the increased use of rich snippets and new SERP features to more personalized, interactive, and anticipatory search results, generative search is set to revolutionize the search experience. Users can expect a shift towards a more user-centric, engaging, and informative search landscape, marking a significant leap forward in the realm of customer communications. Get ready to bid farewell to the traditional list of links and embrace a new era of search—one that caters uniquely to you and your needs.

2024 Communication Trends Infographic

Dan Ward HeadshotWHAT TEAM MHC SAYS
“In 2024, we stand at the forefront of a transformative era in the realm of search engines, and generative AI is the catalyst for this evolution. As search engines embrace generative capabilities, we anticipate a seismic shift in user experiences. It’s not just about providing answers; it’s about creating an interactive, immersive journey tailored to individual needs. Generative AI will redefine the very fabric of search, offering users a dynamic and personalized exploration of information. It’s not the future of search; it’s the present.”
Dan Ward, Chief Technology Officer

google-gemini-iconGEMINI’S TAKE
Generative Search Experience (SGE) is still a new feature for Google Search, and its full impact on SERPs in 2024 is yet to be fully understood. However, experts predict some interesting changes: Richer Search Results, Focus on Credibility, Shift in SEO Strategies. (…) Overall, SGE seems to be moving search results towards a more informative and user-centric experience. It’s an ongoing development, and staying updated on SEO best practices will be crucial for websites to navigate this changing landscape.”

Read more> 

4. Inflation Makes Everything Higher Stakes

It’s the elephant in the room. The thing we don’t want to talk about, but nobody can stop talking about. Global inflation. It has impacted all sectors and all industries, from the cost of technology to the cost of Christmas trees. It’s a reality companies must accept and build into their strategy during this uncertain economic time.

With the economy turning on a dime, that gallon of milk you bought today for $3 could be $6 during your next shopping trip. Global inflation, while predictable, usually impacts people and companies with little-to-no notice, leaving them at risk to make bad decisions that could hurt them in the long run. Often, unless you’re a financial expert, you’re not going to see the writing on the wall until it’s possibly too late to adjust and prepare for an unknown future.

In the United States, inflation rose from 1.4 percent in January 2021 to a high of 9.1 percent in 2022. And according to former Boston Fed President Eric Rosenberg, a U.S. recession is quite likely in 2023. Accepting the knowledge of our current state and glimpsing into what the future holds, customers will become far more careful with their spending.

With everything they’re being told by the media (and their own experiences at the grocery store), consumers will start to protect their money even more than before. Each purchasing decision will carry much more weight, as a wrong decision could have a negative impact on the financial health of their entire household and futures.

And as the Federal Reserve continues to raise interest rates, borrowing will become more expensive than ever.  Meaning: consumers will have to be offered a good argument as to why your company is the one worth the risk. This will make personalization and complete transparency in customer communications increasingly more important. Companies will need to make their customers feel that their hard-earned dollars are just as protected by the company as by the customer themselves. As 88% of customers in 2022 say experience matters just as much as the products themselves (up from 80% in 2020), this is proof positive that companies should lean into this aspect of their business. 

The respect and diplomacy with which you communicate with these customers could become the one thing that entices them to roll the dice with you over another provider in a time when they might not be sure what the future will bring. And a customer communication management platform is how you’ll deliver this crucial messaging.

Gina Armada HeadshotWHAT TEAM MHC SAYS
” The key to true agility is to future-proof your organization and how you effectively communicate with your customers. Whether it be economic uncertainty, unpredictable pandemics, or new impacts we can’t even conceive of yet – we know that customer behavior can change on a dime. Prioritize transparency, personalization, and consistency in your communications to make your customers feel confident they should trust you with their hard-earned dollars.”
Gina Armada, CEO of MHC Automation

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

We are looking into a horizon of confusing and often scary financial times. And not all companies will come out on the other end. Using your customer communications abilities to really make your customers feel seen and heard will change how they view the need for your products and services. In a time when expendable income might be lacking, companies that treat their consumers with respect and reverence are more likely to come out of a recession not only whole, but successful.

google-gemini-iconGEMINI’S TAKE
Rising inflation in 2024 is expected to cause a shift in how businesses communicate with their customers. Here are some key ways it will affect customer communication: Transparency and empathy, Focus on value, Proactive communication, and Highlighting cost-saving options. (…) By adapting their communication strategies, businesses can navigate the challenges of inflation and maintain positive customer relationships.”

Read more> 

5. Customers Expect More Personalized Experiences

The need for personalized customer experiences isn’t new, but it’s a digital communication trend that is here to stay in 2024 and beyond. The same goes for personalized communication. Before the pandemic, a staggering 80 percent of customers preferred to buy from brands that offer highly personalized experiences. Furthermore, nearly half of buyers have made impulse purchases after receiving personalized recommendations from a brand.

In 2024, four years into the COVID-19 pandemic, personalizing customer experience has become more important than ever.

Customization in customer communications has entirely changed how customers relate to businesses, enhancing engagement and often resulting in repeat business. Customers have learned to demand more from the interactions they have with companies and companies need to be ready to meet those needs.

As a marketer or business owner, you need to learn about your customers so you can personalize each interaction. Using a tone that matches the client’s personality goes a long way to making your customer feel seen and heard. A customer who enjoys sharing opinions and having longer conversations is different in personality and buying preferences than one who prefers short, formal conversations. So why communicate with them in the same way?

In 2024, it’s time to level-up your customer’s experience with your organization, deliver highly personalized content, and track customers’ preferences across all channels using customer communications management software like MHC EngageCX.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

By the end of 2025, the Global Personalization Software Market is expected to grow from $620.57 million USD in 2020 to $1,723.25 million USD. Companies need to understand now that their consumers want to feel understood by the companies with which they choose to do business. Organizations have leveraged this to engage more completely with their customer base, building closer relationships that go a long way to ensure continued business. In 2024, the name of the game is continued and advanced personalization. Strengthen your relationship with your customers by continuing to show them that you understand who they are, their needs, their wants, and how you will accomplish those for them.

google-gemini-iconGEMINI’S TAKE
“Customer journey personalization and personalized communication are expected to continue growing significantly in 2024 and beyond. Personalization is a powerful tool that businesses can use to improve customer relationships and drive growth. As technology continues to advance, we can expect to see even more innovative and effective personalization strategies emerge.”

Read more> 

WHAT TEAM MHC SAYS
“As personalization for experiences on mobile devices is expected to be a dominant trend well into 2025, gain valuable insight into your target audience now while giving them an experience they’ll not soon forget.”
Luke Steckler, Channel Account Executive at MHC

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6. Self-Service Is Gaining Momentum

Before the pandemic, about 81 percent of customers tried to solve things on their own before reaching out to a live representative. Therefore, it’s not surprising that a growing number of organizations are investing in self-service technologies.

The past few years have taught us the meaning of the word “isolation”. If it wasn’t perfecting a sourdough recipe or finally teaching yourself what cryptocurrency is all about, self-service became vital to people all over the globe. We were conditioned to become self-sufficient and to demand the information we needed at our fingertips.

The experience of COVID and the uncertainty of what it will bring in the future has only increased consumers’ desire to have a self-service option when it comes to customer support. Self-service doesn’t just make customer support convenient for the customer and agent, it also helps to reduce expenses.

Phone call, emails, and live chat require equipment, applications, and employees to deploy. Self-service functionality grants your customers 24/7 assistance while reducing overhead costs for your organization. On top of that, it can take many forms.

And self-service can take many forms. One way to integrate this model into customer service communications is to set up a knowledge base. Think videos, how-to guides, step-by-step instructions, and so on. Another option is to enable buyers to track their order status. This way, they won’t have to reach out to customer service agents to inquire about shipments and arrivals.

The self-service component of our customer communications management solution, MHC EngageCX, accounts for this particular 2024 communication trend. The functionality generates multiple auto-populated documents given existing customer information.

As we all experienced when the pandemic arrived, so many in-person demands had to be digitalized overnight. Self-service functionality was a boon to all organizations and the customers they interact with. Customers no longer had to spend precious minutes calling customer service (often waiting on hold).

And agents no longer had to spend time on calls with customers to answer simple requests- giving them more time to deal with more complex demands that require more specialized attention. And due to this knowledge, the trend in 2024 is to include even more functionality in the self-service options available to customers, allowing them to do even more on their own without having to engage a customer service agent.

WHAT TEAM MHC SAYS
“The ability to produce these types of documents for your consumers gives them that self-service ability so many people crave in 2024.”
Luke Steckler, Channel Account Executive at MHC

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

The exposure to self-service functionality truly taught many customers how they prefer to interact with companies. Therefore, in 2024, the addition of even more self-service options will be seen. Customers now expect this type of service and will not return to a pre-pandemic state. Customers learned how they want to engage with companies, and they won’t likely be returning to listening to on-hold music as they wait an hour to speak to a customer service agent for what should be a simple question. In 2024, organizations need to embrace self-service functionality more than they ever have before… it’s not going away.

google-gemini-iconGEMINI’S TAKE
“Absolutely, customer self-service is expected to be a major communication trend in 2024 and beyond. In fact, studies show that a significant portion of businesses are already experiencing a rise in self-service requests, highlighting a clear shift in customer preference. (…) It’s important to consider how you can incorporate self-service options into your customer communication strategy. By providing a variety of self-service tools and resources, you can improve customer satisfaction, reduce costs, and gain a competitive edge. “

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7. Focus on Omnichannel Communication

A successful customer communications plan is all about meeting your customers where they are in a customer journey and understanding the optimal ways to seize their attention”, according to Gina Armada, President and CEO of MHC.

In 2024, your customers have multiple channels through with you can communicate with them. And the continuation of the pandemic has heightened that as a current trend in communication. People are now clamoring for convenience and don’t want to have to change devices to access content.

Just take into consideration the fact that the average person has a minimum of five different social media accounts. Of course, some of your customers may not have any social media accounts at all.

Instead, they’d much prefer to be contacted by telephone, through email, or even by good old-fashioned snail mail. Others will want your company to send them texts about their order progress, upcoming sales, and more. You need to be able to communicate with customers across multiple platforms, whether that’s in print, online, or over the telephone.

A major trend in marketing communication is switching to omnichannel communication. Give your customers the ability to interact with your company on their terms, using their preferred devices. Provide seamless delivery methods, allowing for receipt of communications via traditional methods, electronic channels, or a personalized combination of both. With MHC EngageCX, continuity of conversation and customizable communications enhance how you interact with your customers a priority for your business, allowing you to connect with them in the way they want to hear from you.

Gina Armada HeadshotWHAT TEAM MHC SAYS
“Companies that prioritized seamless omnichannel communications were able to keep in more consistent contact with their customers while also building the customer’s trust in the organization.”
Gina Armada, CEO of MHC Automation

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

The ability to keep the conversation going with your customers was essential as we continued to navigate the COVID-19 pandemic. In 2024, omnichannel communication technology is not going anywhere. Customers will no longer accept receiving communications in a way that isn’t of the utmost convenience to them. And this advancement in technology isn’t utilized, your communications run the risk of being overlooked or ignored. In 2024, organizations need to continue to invest in omnichannel communication technology for the sake of their relationship with their customers how the world views their place in a particular industry.

More On Omnichannel Communications >

google-gemini-iconGEMINI’S TAKE
Yes, omnichannel communication is definitely expected to evolve in 2024 and beyond. (…) Overall, omnichannel communication in 2024 will be all about creating a more connected and personalized experience for customers. By embracing these trends, businesses can build stronger customer relationships and drive growth.”

Read more> 

8. Investing in Cloud Storage Solutions

Today’s cloud storage solutions are an important technological trend in communication and provides businesses with more benefits than ever before. If you’re looking for new ways to store, share, and collaborate, cloud solutions can help you do that by offering:

  • MORE STORAGE SPACE: When it comes to sharing a large amount of data with a lot of people in various locations, the cloud offers more storage capacity than any on-the-ground solution your business could buy. And best of all, it’s cheaper!
  • EASIER ACCESS FOR EMPLOYEES: Cloud storage allows your employees to securely access information from anywhere without the hassle of a VPN.
  • EASIER ACCESS FOR CUSTOMERS: Instead of requiring your customers to sign onto a website or going through the hassle of sending multiple large documents via email, cloud solutions allow you to send your customers a direct link to the information they need.
  • CLEANER COLLABORATION: If you have remote teams collaborating on big projects, cloud-based solutions allow your teams to see edits in real-time and better track how changes are made.

In 2020, the global cloud technology market jumped 635%, from $24.63 billion in 2010 to $154.4 billion. Organizations are moving from cloud-first to cloud-only as they understand the importance of additional storage and streamlined accessibility. 

Currently, 80% of all organizations report using multiple public or private clouds. It’s not just where the market is headed, it’s where the market is and where the market will be in the future.

MHC EngageCX is a customer communication and customer experience tech stack solution that allows you to store your most critical document in the cloud without dealing with Google doc access and security issues inherent in free third-party software. In 2024, cloud-based storage has fairly earned its spot as a crucial technological trend in corporate and business communication.

Gina Armada HeadshotWHAT TEAM MHC SAYS
“Cloud-native SaaS solutions are the future. Remote employees, global teams, and time zone differences make on-premises platforms more difficult to manage effectively. Enhance the ability for your teams to collaborate with platforms that give them access to documents and communications from anywhere on the planet.”
Gina Armada, CEO of MHC Automation

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

It’s obvious why cloud-based solutions have become dominant over the past few years. Companies started to realize the liability inherent in on-prem solutions and how they can severely limit your organization’s agility. It’s the 21st century and your music is in the cloud, your movies are in the cloud, your emails are in the cloud. So why continue to work with outdated technology that requires in-person access or dealing with VPNs? As we become a truly global economy, cloud-native solutions are the only way to future-proof your organization.

google-gemini-iconGEMINI’S TAKE
“Cloud-based solutions are expected to continue to evolve in 2024 and beyond. Cloud computing has become a ubiquitous part of the IT landscape, and businesses of all sizes are increasingly relying on cloud-based solutions to power their operations. This trend is expected to continue in 2024 as cloud providers continue to innovate and develop new solutions that meet the needs of businesses. “

Read more> 

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9. Commit to Mobile Solutions

The best way to move your business forward into this mobile landscape is to follow the latest trends in communication. In 2023, monetization of this channel will be the focus as 5G subscriptions are expected to reach 3 billion by 2025. Building a communication application that runs well without WiFi is the way forward into this mostly-mobile world.

Committing to mobile communications with your customers means investing in web solutions that are as accessible on mobile as they are on a computer screen. And if your customers are reaching out to your company in a less-limiting way, it’s vital that you have employees accessible at all times to assist.  Investing in company cell phones with excellent data plans, preferably with 5G, gives employees the space to provide an enhanced level of customer service without being chained to a desk.

Your website should be built specifically for mobile responsiveness and all your contact us tools – forms, phone numbers, email links – should easily work from any mobile device. Any valuable website solution will offer mobile accessibility as part of their base package.

On top of creating a better experience for your users with a mobile-responsive application, Google has forced the hands of many organizations to move toward this goal. Most people will remember pre-2019 what it was like to access a website on their mobile device, only to be served up a very small, hard-to-navigate version of the desktop site. That all changed with Google’s first mobile-first indexing update. This made companies and webmasters prioritize good user experience on mobile devices, or else they’d see hits to their position on the search engine results page. Combined with Google’s page experience update, it has become apparent that mobile-friendly content is a driving focus for the search engine.

To enhance the dive into mobile-friendly user experiences, smart documents have become another way to provide customers a positive interaction with your company. Smart documents allow companies to send fully responsive complex documents, providing ease-of-use on all mobile devices. In the end, to make a customer or user happy, you must allow them to engage with your company easily and completely with the convenience of a mobile device.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

Customers want to be able to easily deal with your company regardless of where they are sitting. The quality of experience of mobile interactions has made or broken many companies over the past few years.We’re not going to suddenly return to desktop computers. Mobile devices are how your customers will engage with you going forward. Improve mobile experience for your customers and open the lines of communication. Whether it be interactions via WhatsApp, smart documents, or simply a mobile-friendly website, your customers are now fully mobile. And as it is a prominent trend in communication for 2023, you should be too.

google-gemini-iconGEMINI’S TAKE
“Mobile communication is expected to continue to evolve rapidly in 2024, driven by technological advancements, changing consumer preferences, and the increasing demand for seamless connectivity. These trends will shape the future of mobile communication, making it faster, more personalized, and more secure. Mobile communication will become an even more essential part of our lives, enabling us to connect with others, access information, and manage our daily tasks with ease. “

Read more> 

Dan Ward HeadshotWHAT TEAM MHC SAYS
“In a time where connectivity defines success, companies must commit wholeheartedly to mobile customer communication solutions. Embracing the power of instant, personalized interactions through mobile platforms isn’t just a trend; it’s a strategic imperative that unlocks the gateway to customer satisfaction, loyalty, and the future of business excellence.”
Dan Ward, Chief Technology Officer

10. Give Customers a Real Feel with Augmented Reality

Many businesses in many industries have adapted to the latest trends in communication and are now using augmented reality (AR) to interact with their customers. And during the pandemic, this technology became even more important. People couldn’t be physically present for various activities- looking at real estate, shopping, etc. But through the advancement of Augmented Reality and Remote Assistance, consumers were provided a 3D experience without being forced into a one-on-one interaction with a stranger.

Augmented reality allows them to get a real feel of the products or services they’re interested in without the need for face-to-face interactions. And as an important technological trend in 2024, with AR you’ll finally be able to reach those customers who never find the time to visit your store or who still worry about the health impacts of being amongst large crowds.

This way, you’ll not only give your clients a true sense of the space and make their experience more interactive, you’ll give them opportunity to interact with your company on their terms and in a way they feel safest. Thus, building trust in your organization and confirming how much you care for your consumers.

In 2022, 71% of customers claimed they would shop more often if a retailer utilized AR technology. And we learned that AR and Remote Assistance aren’t simply a fad driven by the pandemic. AR provides customers the ability to get a better understanding of the look and feel of a product that typical still photography simply can’t. This gives customers more confidence in their buying decisions, making it easier for them to hit the purchase button on that shopping cart.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

As Augmented Reality advances in technology, it’s important to keep up with its developments. Discussions of “The Metaverse” have shown us that we’ve only seen the tip of the iceberg when it comes to this technology and all it has to offer. Studies have shown that 2023 will see 1.4 billion augmented reality users worldwide, indicating that now is the time to leverage AR to create a memorable experience for your customers and a reputation for your organization as one that embraces technology.

google-gemini-iconGEMINI’S TAKE
“Augmented reality (AR) is expected to continue evolving in customer communication throughout 2024 and beyond. Here are some reasons why: increased adoption of AR technology, improved customer experience, self-service support, evolving communication channels. (…) Overall, AR has the potential to revolutionize customer communication by making it more engaging, informative, and efficient. As the technology continues to evolve, we can expect to see even more innovative ways that AR is used to improve the customer experience.”

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Dan Ward HeadshotWHAT TEAM MHC SAYS
“The key to unlocking unparalleled customer engagement lies in embracing augmented reality. Seamlessly blending the digital and physical realms, AR transforms customer experiences into immersive journeys, where products come to life, information becomes an experience, and brands forge an unbreakable connection with their audience. Harness the power of augmented reality to not just meet but exceed customer expectations, shaping a new dimension of interactive and unforgettable encounters.”
Dan Ward, Chief Technology Officer

11. Virtual Reality Isn’t Just for Video Games Anymore

COVID-19 secured the future for virtual reality and its place in our everyday world. We learned that in a moment, we could be confined to our houses, yet still need to make purchases or house hunt. And while typical ecommerce shopping is sufficient for many purchases, several require a more physical component to the experience.

At the start of 2020, giants like Walmart and General Electric implemented groundbreaking training programs that relied completely on VR . These training programs allowed employees to do hands-on trainings from their home offices rather than sending them to on-location training.

Anecdotal evidence shows that VR training programs are an emerging trend in communication, helping employees absorb information better, leading to better outcomes early on in an employee’s career. As virtual reality can also be used to improve communication with your customers, it made it to our list of trends in communication. 

In 2024, VR can be used to provide customers an immersive view of a product or implementation that isn’t yet complete. You can show off the best your business has to offer without having to commit to the build, and it can help narrow down requirements for a big project. If your business is real estate, commercial or residential, the applications of VR are clear – show a property without scheduling an open house and all the logistics that come with it. While VR may seem like a steep investment, it could fundamentally change the way you do business for the better.

Although it is obvious that VR will increasingly become important to the future of many businesses, the need for this technology only accelerated during the COVID-19 pandemic. People were isolated in their homes and had no option but to rely on a technology, which to many, was brand new and completely unfamiliar. Users began to embrace VR as they understood the experience they could have will sitting in the comfort of their own homes.

The future of VR technology was solidified when news hit the market that Facebook had become Meta. Suddenly, talks of how “the metaverse” would change how people shopped and consumed services surfaced. This has turned everything we know about advertising and customer communications on its head. If we need to meet our customers where they are, where will they be in a few years’ time?

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

As society more fully embraces VR technology, the functionality and opportunities to expand it to other areas of your business will open up. And with the much-anticipated upcoming release of Meta’s Quest 3 VR headset in 2023, now is the time to explore chances to use VR in customer communications to extend a unique experience to your customers, making your company memorable in the process.

google-gemini-iconGEMINI’S TAKE
“Virtual reality (VR) is expected to play an increasingly important role in customer communication in 2024 and beyond. VR has the potential to create highly immersive and engaging experiences that can help businesses build stronger relationships with their customers.”

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Dan Ward HeadshotWHAT TEAM MHC SAYS
“In the customer-centric realm of 2024, virtual reality transcends boundaries, offering more than just products—it delivers unforgettable experiences. Through the lens of VR, brands have the power to transport customers to immersive worlds, turning transactions into adventures and interactions into lasting memories. Embrace the virtual revolution to redefine customer experiences, where engagement knows no limits, and brands become architects of extraordinary moments in the digital age.”
Dan Ward, Chief Technology Officer

12. Offer Help Throughout the Customer Journey

The importance of being able to adapt to customer behavior has never been more apparent than progressing into 2024. The past few years and our experience with how a global pandemic impacts customers have taught us that customer behavior can change and that your organization needs to be able to adjust accordingly.

Existential questions during COVID-19 have made a lot of people demand their needs be met in certain ways. They are no longer willing to compromise on their experience with companies. Customer expectations have increased and with that, the need for organizations to forecast and fulfill those expectations.

Paying close attention to how your customer moves is important when understanding marketing communication trends in 2024. If your goal is to increase your conversions and your customer satisfaction at the same time, then you need to be available to assist your customers when they’re struggling to understand what to do next, which products to choose, or even how to fill out forms.

To make this happen and to make communication with your customers even stronger, you’ll need to identify the pain points within the overall customer journey. In order to figure out where customers are abandoning your site or experiencing other obstacles, you need to put yourself in the shoes of the customer and analyze what the resulting data is telling you.

Can you allow them to use autofill features in order to eliminate the need for them to manually enter data on your site? If customers leave your site without scheduling a demo, requesting content, or completing any call-to-action, would sending a follow-up email reminding them of what they’ve missed out on be the incentive they need to further engage with your company?

Customer journey mapping makes this possible — and helps you to determine the kinds of solutions you need to implement, making it a top communication trend in 2023. Could adding a live customer support chat or even a chatbot help your customers to learn more about a particular product or even guide them towards the specific services that best suit their needs? MHC EngageCX utilizes advanced customer journey mapping to help you better understand customer behavior, while also helping you to leverage that information to motivate engagement at important points in the buying cycle. Identify and resolve barriers to take your customer from a simple user to a cheerleader for your company.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

Excellent customer experience remains a key trend in 2024. But that’s not something you just happen upon. The right tools are necessary to predict and meet the ever-growing standards of customers. Tools like MHC EngageCX will prepare you for how to engage with this new breed of consumer.

More On Customer Journey Mapping >

google-gemini-iconGEMINI’S TAKE
“Customer journey management is expected to evolve significantly in 2024 as businesses strive to provide more personalized, omnichannel, and data-driven customer experiences (…) leading to increased customer satisfaction, loyalty, and advocacy.”

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Gina Armada HeadshotWHAT TEAM MHC SAYS
“Agility is crucial for any enterprise. Mapping a customer’s journey is a great first step, yet the effort can’t stop there. Organizations need to continuously refine and adapt customer journeys.”
Gina Armada, CEO of MHC Automation

13. Show your Organization’s Intelligence with
Smart Documents

We’re constantly inundated from all sides with information, content, entertainment. What does your company need to do to rise above the static created by all the other companies in a time where potential customers are constantly being marketed to? Ensure a memorable and positive customer experience through smart document technology.

Highly-interactive documents fully engage your customers and users while telling them you value their experience. Include pdf forms, audio/video files, photo galleries, buttons, and hyperlinks to make communications more informative and convenient for your customers.

To meet current communications trends, let your documents express your brand voice by showing consumers that you are eager to harness technology and use it to their benefit.

Transforming standard invoices into an entire, mobile-responsive experience that gives your customers a better understanding of how they consume your services, complete with interactive graphs and eye-catching ads for additional products and services, makes your company stand out amongst the many invoices they receive all month long.

Customers have come to not only expect, but to demand more in terms of experience and convenience when it comes to how they interact with your brand. Don’t be in danger of falling behind while other businesses took off running with the lessons, we learned about consumer behavior during the pandemic. Smart documents are a smart and efficient way to immerse your customers into your business culture from any device they prefer.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

Smart documents continue to be a crucial way to upgrade your customer’s experience. Take the boring documents they are used to and add an element that will not only delight the user but will gift them information and insight that other companies simply aren’t providing.

More on Smart Documents >

google-gemini-iconGEMINI’S TAKE
“Interactive documents and smart documents are expected to be used more in customer communications in 2024, as businesses seek to create more engaging, personalized, and efficient customer experiences. Here are some specific examples of how interactive documents and smart documents can be used in customer communications: interactive product brochures, personalized marketing materials, interactive training materials, interactive customer feedback forms.”

Read more> 

WHAT TEAM MHC SAYS
“Smart documents are the linchpin that transforms customer interactions into intelligent conversations. By seamlessly integrating data and insights, these documents transcend traditional static formats, becoming personalized, responsive, and anticipatory. In harnessing the power of smart documents, companies not only convey information but create a symphony of tailored experiences, where every interaction becomes a strategic touchpoint, fostering engagement, and propelling customer connections into the realm of the future.”
Luke Steckler, Channel Account Executive at MHC

14. Invest in High-quality Content

During the pandemic, content took a more empathetic tone. People were seeking comfort and genuine interaction with other people during a time everyone felt so isolated. Consumers also looked for entertainment and humor while everything felt so unsure. Really harnessing that move toward authenticity and a more human voice became a vital way to get customer’s attention. In the intervening years, it has become the expectation.

Having a website with informative content about your business and your products is no longer enough when it comes to communicating with your current and potential customers. And with the advancement of entertainment and technological trends in communication, there is even more competition for your customers’ precious attention.

You have to invest in content that stands out- focusing on creative campaigns and making your organization stand out against the white noise created by so much content constantly being served up to your consumers. In this current landscape, people want to see more authenticity from brands and to be made better aware of their personality.

If you want to enhance your customer communications and generate leads, then you need to keep up with the latest trends and expand your online content strategy to include an active, engaging blog and a strong presence on all the major social media platforms.

In the past, these content platforms may have seemed extraneous, but now they’re expected. And it’s not something you can just have the intern do part-time. The content you share via all your online platforms is what separates you from the competition, so you need to make sure it’s top-notch. The digital communication trend in 2024 is to either hire an expert in online content to work for your business directly or outsource to a high-quality content company that will produce professional, impactful content for you.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

As they say, content is king. Content tells consumers who you are as a brand, the benefits to the service you provide, and makes them realize exactly why they need you that service. Not only is good content beneficial to you in the moment, but truly well-written, engaging content will stand the test of time and will remain an asset to your company to which you can refer back and use in future campaigns. And in 2024, consumers will be looking for long-form copy, impactful visual content, or short videos to truly sell them on your organization.

google-gemini-iconGEMINI’S TAKE
“High-quality content will continue to matter in customer communication in 2024. Customers are increasingly looking for businesses that provide informative, engaging, and relevant content. This is because content can help customers to learn about products and services, make informed decisions, and build trust with businesses. “

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Joe VangsgardWHAT TEAM MHC SAYS
“Exceptional customer experiences are crafted through the art of high-quality content. Every word, image, and interaction combines to create brand identity. Elevating customer experience requires not just information but an artful curation of compelling narratives, visually striking elements, and valuable insights. In this age of discerning consumers, it’s not just about what you say—it’s about how brilliantly you express it. High-quality content isn’t just a choice; it’s the essence that fuels a profound connection between brands and their audience, shaping a narrative that resonates and endures. “
Joe Vangsgard, Chief Marketing Officer at MHC

15. Get to Know Who Your Customer Is

As we worked through the pandemic and shaky economic times, it became increasingly apparent how vital relationships are. Not only those relationships with friends and family members. But we found that establishing a relationship with customers is more essential to businesses than it ever has been in the past. A few years of uncertainty and discomfort has led to customers’ desire to feel truly cared for. This can be a tall order for a lot of organizations, too bogged down in processes and procedures to give the personalized touch that so many customers crave.

With the creation of virtual spaces, newspapers’ appeals to social outreach – communities have never felt more vital to every place in our society. And with the ability to casually recommend another product a customer might be interested on an ecommerce site- companies started working diligently at understanding who their customer is and how they’re currently feeling in unprecedented times.

Did you know that the average consumer is willing to pay approximately 16% more if it means they get exceptional, personalized customer service? As inflation increases while wages stay stagnant, if you want to justify higher prices (even if those prices are competitive in the marketplace)— you need to keep up with the trends in communication and do everything you can to tailor your customer’s experience to their newly-evolved expectations.

Before engaging with a customer, make sure you have their order history and customer account readily available. When you speak with these customers, note their preference of tone, language, and the kind of problem they’re calling about. You can save these preferences in your customer file and generate documents and future communications based on what you now know the customer wants.

Note down details like their age, the amount they usually spend with you, (so you can make suggestions in their budget) and additional demographics. The more personalized you can make your communications, the higher the number of loyal customers you’ll have. This communication trend is not only important to note but will pay dividends for your company’s reputation in the future and how your customers feel about you.

Discover 63 Customer Service Statistics in our Infographic

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

Understanding your customers is an often overlooked vital first step of realizing a vision for your organization’s future. Displaying knowledge of your customer, their personality, how they prefer to communicate, shows customers that you not only understood them, but that you were eager to meet them exactly where they were. And while there were many downsides to the previous few years, it did give companies a better understanding of the importance of knowing who is purchasing your products and services. Now that the conversation has begun, let’s continue it. Take what your company learned during the pandemic about your customers and leverage it to a better experience that will keep customers engaged and loyal to your company, even during times of financial stress.

More on Customer Experience Management >

google-gemini-iconGEMENI’S TAKE
“It will be even more important for businesses to know their customers in 2024 than it is today. As the world becomes increasingly connected and digital, customers have more choices than ever before. They are also more demanding, expecting businesses to provide them with personalized experiences that meet their individual needs and preferences. In order to meet these expectations, businesses need to have a deep understanding of their customers. This includes knowing their demographics, interests, behaviors, and pain points. Businesses can then use this information to develop targeted marketing campaigns, create personalized products and services, and provide exceptional customer service.”

Read more> 

Joe VangsgardWHAT TEAM MHC SAYS
” In business, knowing your customer and personalizing to their needs is not just a strategy; it’s the key to building lasting and differentiated relationships. Tailored experiences based on individual preferences create a connection that goes beyond transactions, fostering loyalty and customer satisfaction. “
Joe Vangsgard, Chief Marketing Officer at MHC

16. Updated Delivery Channels

Print didn’t die in 2020, but it was definitely put on life support. SMS and email became and remain the main pillars of communication between organizations and customers. However, the power of the messaging app was placed in a spotlight when the entire working world instantaneously went remote. The convenience and efficiency of messaging apps is something that will become more vital in the years to come as the nature of how we work shifts and evolves.

Even if customers prefer a variety of mediums (email, fax, SMS) we have more than enough reason to believe that the trend in communication for 2024 is to go digital. Businesses require a digital foundation to support omnichannel delivery of communications in order to be competitive.

This is actually where your relationship to the individual customer starts. The technology feeds into your wealth of information so that you can know who wants what, and when.

Going digital is what helps you become versatile and positions you as a tech-forward company. You’re not abandoning print because of a massive change in customer taste- people simply like options. If you value customer engagement (as you should), the true communication trend in 2024 is to keep all of your lines open. While email remains an important channel for internal communication, companies are increasingly shifting to messaging apps and moving away from traditional email clients.

Omnichannel communication is becoming standard phraseology in business- consisting of a choice between print and digital (including fax, email, and SMS). The current workforce employs a diverse generational pool, translating to a colorful and disparate range of communication preferences.

Print is not entirely dead. Regardless of age, some people prefer to hold a paper document in their hand, and then to ship a response in the same way. But those people are dwindling in numbers as technology advances and people understand the convenience and entertainment of purely snappy, instantaneous customer experience. Nothing to print, nothing to hold, nothing to mail back. It’s liberating!

In the end the name of the game is not fast and easy, but versatile. The goal in current communication trends today is being everything to everyone. And, with the right technology and vision toward the future, you can do this.

Find out more about Personalized Communications

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

As always, it’s vital to keep the lines of communication going. If you are not communicating with your customers, you have no idea of who they are, what they need- and no way of offering those things. Making sure all communications options are available, you ensure that you remain in contact with all customers, regardless of generation, preference, or accessibility.

google-gemini-iconGEMINI’S TAKE
“Customer communication delivery channels are expected to undergo significant changes in 2024, driven by evolving customer expectations, technological advancements, and the increasing demand for seamless and personalized interactions.”

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Gina Armada HeadshotWHAT TEAM MHC SAYS
“In the dynamic landscape of customer engagement, flexibility to reach your audiences across demographics, geographies and preferences requires a diverse, yet focused channel strategy. Whether you prioritize traditional channels or emerging platforms, the key is to know your audiences’ use patterns and strengthen your connections by meeting them wherever they choose to engage.”
Gina Armada, CEO of MHC Automation

17. There’s No Place for Paper or Cash in 2024

It’s a fact, for an economy so thoroughly reliant on digital resources, it was odd that we had remained so married to paper and cash when it comes to transactions. Corporations felt they simply couldn’t exist without reams of paper and rows of filing cabinets (nevermind the manpower needed to manage all that paper).

It only took an unexpected global pandemic to prove the importance for companies to go digital. When everything we knew about doing business changed overnight, organizations suddenly realized the breadth of inaccessibility to their customer communication and internal documents. Suddenly, the working world had to revise the very structure of the way we do business. For some organizations, it was an excellent opportunity to progress with the technology available for so long.

For others, growing pains were severe, causing disruption to their workforce, their supply chain, and their ability to provide products and services. But one thing was certain, companies never wanted to be caught flat-footed again.

Although it’s only been a few years, customers have come to expect fully digital services at the touch of a button. And on top of meeting the evolving needs of customers, going completely digital has positive impacts on the environment- reducing paper waste and eliminating the carbon emissions associated with mail delivery. Given the fact that, when we weren’t talking about COVID-19, we were talking about climate change- this has increasingly become a driving reason for customers as they make purchase decisions.

Lastly, digital payments became a necessity in 2022 and 2023 with the changing landscape. Paperless and cashless… it’s a trend in business and corporate communication we simply cannot ignore in 2024. Any companies that do are in danger of repeating history at the peril of their bottom line and their relationships with customers.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

In 2020, we unexpectedly had to go digital- moving to paperless and cashless interactions simply to survive.  It was predicted that we could see a fully cashless society as early as 2023. As we further prioritize the need for convenience, paperless and cashless transactions are definitely the way to go in 2024. And as we continue to hear more heartbreaking statistics on the state of climate change and industry’s impact on the planet, reducing paper use and vehicle emissions is a benefit most people can support.

google-gemini-iconGEMINI’S TAKE
“Overall, the use of paper and cash in customer communications is expected to continue to decrease in 2024 due to the rise of digital communication channels and the growing popularity of digital payments. Businesses that can adapt to these changes will be well-positioned to meet customer expectations and achieve their business goals.”

Read more> 

WHAT TEAM MHC SAYS
“The shift towards a cashless and paperless era isn’t just a trend; it’s a transformative leap towards efficiency and sustainability. Embracing digital transactions not only streamlines processes but also aligns businesses with a future where every click replaces a coin and every digital receipt contributes to a greener tomorrow.”
Luke Steckler, Channel Account Executive at MHC

18. Be Where Your Customers Are – Leveraging Blended Communication Channels

People tend to think that Millennials are in their early 20s, but the reality is that the eldest Millennials will be turning 42 years old this year. Being the first generation that grew up with a foot in both the physical and digital world, Millennials now make up the majority of most customer bases.

Consequently, being available on multiple platforms is critical to a company’s ability to effectively do business. Platforms like WhatsApp have become a major source of communication, and customers can be confused when they can’t easily communicate with companies on their platforms of choice. Social media has been an important part of interacting with customers for many years now.

However, the advent of COVID-19 exposed just how vital it is for companies to be completely visible to customers on a variety of social media platforms. Complaints, positive reviews, experiences with products, real-time issues- customers turned to companies’ social media pages to interact.

And with more time at home, the use of social media predictably ramped up. As of January 2022, there are 3.96 billion users across all social media platforms and an average users spends about 95 minutes per day interaction on a social platform. With all that time spent on social media applications, consumers have become far more aware of which companies had social media accounts and how they are using them to engage with consumers.

The more social media platforms that pop up, the more companies vying for the attention of your customers. Making sure you stay in front of them as well means having a strong presence on their preferred platform. The past several years have proved you need to find where your customers are spending their time and be there too!

In addition to social media, the existence of smart homes (including smart speakers, smart fridges, etc) adds another element to current trends in how customers are expecting to communicate with organizations. And as we find society accelerating to interaction within the Metaverse, the ability to meet customers on various platforms through various devices will only become more imperative to doing business.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

As corporations, we tend to go right toward very stilted, professional language when interacting with consumers. We think they can’t possibly take us seriously unless our voice is very serious, building walls between organization and customer. But it turns out, that’s not at all what customers want. They want to feel like they know your brand, that they understand the voices behind the social media content. Opening up conversations and encouraging engagement where your customers reside on social media is something not to be overlooked in 2024.

google-gemini-iconGEMINI’S TAKE
“By using multiple channels, brands can reach a wider audience, engage with customers in a more personalized way, and provide a more seamless customer experience. This can lead to increased sales, improved customer satisfaction, and stronger brand loyalty. They will likely need to use multiple channels to reach their customers in 2024 and beyond. “

Read more> 

Gina Armada HeadshotWHAT TEAM MHC SAYS
“Effective communication isn’t just about what you say, but how you say it. Leveraging diverse communication channels is the key to reaching your audience where they are. From social media to apps, businesses must embrace a multi-channel approach to ensure their message resonates in an ever-evolving digital landscape.”
Gina Armada, CEO of MHC Automation

19. Secure Your Communications and Build Trust

It has always been necessary to keep customer communications secure. Your customers deserve for their information to remain confidential. And when they decide to interact with you, it’s saying that they’ve chosen to place their trust in you and how your organization handles their information.

However, with the increase in cyberattacks seen in over the past few years, the topic of security has come to the forefront. Companies have come to understand the importance of investing in communication security as an investment in the very future of their company.

Customers will willingly abandon a company for good if they feel like their information isn’t guarded. According to a McKinsey survey, 71% of respondents said that putting their information at risk or sharing data without permission would stop them from doing business with a company. Prioritizing the security of customer communications informs your current and potential customers that their information is always safe with you.

And some industries have strict regulations on the security of their customers’ information (think healthcare) that can seriously impact their ability to continue doing business. And given the fact that the first nine months of 2023 saw an increase in data breaches by a whopping 20%, organizations are coming to fully understand the risk inherent in ignoring security. Investments in solutions that will ensure the safety of their consumers’ information are becoming a regular cost of doing business.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

Communication and information security became a point of contention over the past few years, as cyberattacks and cyberattack attempts increased, both in volume and in sophistication. Security remains a dealbreaker for customers- refusing to work with companies they can’t be confident are protecting their information. Keeping systems up to date with security requirements is a never-ending process and one that takes a commitment of time, manpower, and money. Customers will continue to select the organizations willing to make those commitments, so their customers aren’t exposed to the dangers of cyberattacks.

google-gemini-iconGEMINI’S TAKE
“Customer communication security is of paramount importance for businesses in 2024 and beyond. As businesses increasingly rely on digital channels to interact with customers, the risk of data breaches and security incidents has also increased. This can have significant consequences for businesses, including financial losses, reputational damage, and legal liability.”

Read more> 

Dan Ward HeadshotWHAT TEAM MHC SAYS
“Security isn’t just a safeguard; it’s the bedrock on which trust is built and retained. Prioritizing security in every interaction not only protects sensitive information but fosters a sense of reliability and confidence, forming the cornerstone of enduring customer relationships.”
Dan Ward, Chief Technology Officer

20. We’re Living in an Influencer Marketing World

As the first days of the pandemic turned into weeks… and then months… people turned to entertainment like never before. YouTube and TikTok saw an influx of viewers, especially viewers from generations that had not previously heavily engaged with those platforms.

So it stands to reason that influencer marketing began to take off during this time. Influencer marketing was an important and valid form of product and service promotion prior to COVID-19, but nobody would see how it would launch into one of the most important digital communication trends of 2023 and now 2024.

It began with makeup and skincare brands, but eventually companies in all industries saw the benefit to incorporating influencer marketing into their strategy. However, with the saturation of influencer marketing, we did see pushback from consumers. They no longer wanted to feel like they were constantly being sold to by content creators they had previously enjoyed. 

So, companies are learning that if they’re going to participate in influencer marketing- they have to make it count. Authentic and memorable campaigns from an influencer can truly change how a customer feels about your brand. In 2024, it’s not just about having the right people. The right people have to be saying the right things, in a way that feels both genuine and exciting.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

In 2023, we should continue to invest in influencer marketing… but do it smarter. Don’t underestimate the intelligence of your customer base. They know when they’re simply being pandered to and when an influencer is a true proponent of your product. Continue to utilize influencer marketing where it makes sense to and in situations where you can remain sincere and honest.

google-gemini-iconGEMINI’S TAKE
“influencer marketing is expected to continue to grow and evolve in 2024. Brands that can adapt to these trends and effectively leverage influencer marketing will be well-positioned to reach their target audience, build brand awareness, and drive sales. “

Read more> 

Joe VangsgardWHAT TEAM MHC SAYS
“Harnessing the authentic power of trusted personalities, brands can create genuine connections that resonate, transforming trends into lasting brand stories. Influencer marketing is the art of turning voices into influence and audiences into advocates. “
Joe Vangsgard, Chief Marketing Officer at MHC

21. Take Video Conferences to a New Level

Video conferencing has long been an essential tool for business communication, and the same players – Skype and GoToMeeting – have dominated the game since the inception of the video conference. While both solutions have worked well for years, they both have their glitches and they both require users to download programs to their computers in order to access the service.

Their mobile solutions haven’t kept up with the times either, making it hard for on-the-move employees and customers to make the meetings you want them to attend. The newest trends in communication bring new solutions that enable your business to take video conferencing to a new level. Applications like WebRTC provide internet-based video conferencing solutions that don’t require a download. Just send a link and your employees or customer can access the video conference anywhere anytime. Applications like Zoom, Google Meet, and Microsoft Teams have gone from nice-to-haves to essential tools for corporations practically overnight. 

The pandemic set us all off into a new frontier of what the future of work would look like, and so much of that entails the extensive use of video conferencing. As our reach expands past our countries’ borders, we are creating a global community that relies heavily on effective communication and engagement. Regardless of whether you’re located in Connecticut or Bucharest, access to knowledge bases (including webinars, industry conferences, etc.) are the only way we can truly interact on a larger scale. 

And as companies have removed the shackles of geography when identifying and hiring talent, video conferencing has become a staple in team collaboration. Employees have learned how to genuinely and productively drive the company’s goals forward without having to share an office.
Although we’ve mostly stepped out of the shadow of COVID-19, video conferencing technology has never been relied on more, continuing its place as one of the most important trends in internal communication for 2024.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

Video conferencing has become a pillar of working and socializing in 2023 and will continue to have an important impact on communication in society going forward. Along with employees continuing to work from home, lots of organizations have discovered the value in hiring employees regardless of location. These companies realized that they no longer have to be confined to the limitations of geography to hire the best talent available. These changes to the overall structure of corporations has secured video conferencing as a permanent tool in our daily work lives.

google-gemini-iconGEMINI’S TAKE
“Video conferencing is expected to remain an important tool for businesses in 2024, especially in the context of the hybrid work model that many companies are adopting. Overall, video conferencing is expected to be a key tool for businesses in 2024 and beyond, as it helps to improve productivity, reduce costs, and support a more flexible work environment.”

Read more> 

Gina Armada HeadshotWHAT TEAM MHC SAYS
“In 2024, video conferencing isn’t just a tool; it’s the connective tissue weaving through the fabric of our communication landscape. As we navigate a world of constant change, video conferencing stands as the bridge, uniting faces and ideas across distances, transforming meetings into moments and interactions into meaningful connections.”
Gina Armada, CEO of MHC Automation

22. Livestreaming is Here to Stay

Live streaming and online events seemed like they would take a backseat to traditional channels after COVID-19 seemed like it was on its last legs and people began to return to the office. But it remains a significant phenomenon, even well past the throes of the virus. The surge in digital media consumption plays a pivotal role, capturing a growing audience keen on participating in virtual gatherings. Online events offer unparalleled accessibility, allowing global attendance without the constraints of physical presence, making them an ideal choice for those unable to travel or people struggling with scheduling conflicts.

Moreover, the cost-effectiveness of hosting online events compared to their in-person counterparts makes them an attractive option, particularly for businesses and organizations mindful of their budgets during an uncertain economic climate. Advancements in live streaming technology contribute to the enhanced allure of these events, providing a more engaging and immersive experience.

The benefits of live streaming and online events are expansive, ranging from greater reach and improved engagement to cost-effectiveness, flexibility, and measurable results. Despite these advantages, challenges persist, including technical difficulties, potential interaction limitations, and the need to cater to shorter attention spans online.

Nonetheless, as technology evolves, the advantages of live streaming and online events are poised to outweigh these challenges. Anticipated trends for 2024 include the integration of AI to enhance event quality, the development of new virtual reality and augmented reality experiences, increased use of interactive features, and the popularity of hybrid events blending in-person and online components. Businesses and organizations embracing these trends position themselves favorably for success in the evolving landscape of live streaming and online events.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

In 2023, the surge in digital media consumption propelled the continued growth of live streaming and online events. The convenience and cost-effectiveness of virtual gatherings became increasingly apparent, offering global accessibility and measurable results. Challenges such as technical issues and attention span limitations were recognized but overshadowed by the benefits. Looking ahead to 2024, the integration of AI, development of immersive experiences, and the rise of hybrid events are anticipated trends, indicating a promising future for businesses adapting to the evolving landscape of virtual engagement.

google-gemini-iconGEMINI’S TAKE
“All signs point to livestreaming and online events continuing to grow in 2024 and beyond. (…) Even though in-person events will likely see a resurgence, livestreaming offers a valuable alternative that will continue to grow alongside it. “

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Dan Ward HeadshotWHAT TEAM MHC SAYS
“Livestreaming is more than just a live window; it’s the real-time thread connecting us. As technology captures our moments instantly, livestreaming becomes the dynamic canvas where experiences unfold, fostering a direct connection that transcends boundaries, uniting people through shared stories.”
Dan Ward, Chief Technology Officer

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23. The Rise of Short-Video Content for Our Limited Attention Spans

It’s no mystery that attention spans seemed to shrink during the pandemic. At first, everyone was excited about learning a language or mastering the piano. A few months in, we were staring at hours of YouTube videos, desperate for entertainment. And not long after that, many people moved to TikTok, as 60 seconds seemed to be the maximum amount of time we could spend focused on any one thing while smack-dab in the middle of a scary, unprecedented event.

That’s where short-video content came in as an emerging trend in communication in 2023 and continues to be very important in 2024. Short-video content is not only great for entertainment purposes (like singing about corn or biscuits on TikTok), but it can pack a lot of eye-catching and interesting information into a brief amount of time. What better way to display this than 25-second edits of The Sopranos episodes made for social media for the TV show’s 25th anniversary?

Consumers are not only more likely to watch it, but they’re increasingly likely to share to their own followers and audiences. And with all those noise that can go on when it comes to social media- links, text, gifs, images- a video (short enough so it doesn’t feel like a big commitment) truly captures users’ attention.

TikTok has shown us that the wave of the future is short video. The 60-second to 3-minute format is just long enough to entertain, convey important information, share a call-to-action, and entice people to share the video themselves. There’s no long-term obligation- people know they can watch your video as they switch the laundry to the dryer or while they wait for their coffee to brew. TikTok and short-video content is a perfect example of a marketing strategy meeting human beings where they are – physically, mentally, and emotionally.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

One thing that’s become clear in 2023 is that TikTok is here to stay and that we’ll be seeing much more of short form videos in 2024. It would simply be a mistake to overlook the impact of short videos as an essential marketing tool. Your competitors are likely doing it. And your customers are seeing it, engaging with it, and being motivated by it. Relying on copy-heavy marketing assets just doesn’t account for real-life customer behavior. Short video is here to stay. Adopt it early and reap the benefits.

google-gemini-iconGEMINI’S TAKE
“Short video content is expected to increase significantly in 2024. In fact, experts predict it will claim a whopping 90% of all internet traffic. This trend is being driven by a number of factors, including: Shorter attention spans, The rise of social media platforms, and the effectiveness of video marketing. So, if you’re looking to reach a wider audience in 2024, creating short video content is a great way to do it.”

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Joe VangsgardWHAT TEAM MHC SAYS
“In an era of brief attention spans, short-form content isn’t just convenient; it’s the effective solution. Delivering messages succinctly, it captures attention swiftly, making an impact in a world where brevity is key.”
Joe Vangsgard, Chief Marketing Officer at MHC

24. SMS.2 – Communicating Bigger and Better in with RCS

SMS created a secure place for itself as a viable communication outlet in over the past few years. People were more likely to interact via their phones as opposed to sitting at a desk. Promotions and exclusive deals were pushed right to consumer’s phones via SMS technology, making the information stand out amongst a sea of competitors.

But then on the horizon appeared, Rich Communication Services (RCS). Within the next few years, more businesses will leverage this trend in communication and add the ability to add their logo, brand name, videos, images, and carousels to messages.

Making the messages more eye-catching and increasing conversion with every interaction, consumers will know precisely who is engaging with them as they receive high quality content directly to their phones. While uptake in RCS technology has been slower than anticipated in recent years, MobileSquared anticipates that by 2025, 176 networks will have launched person-to-person (P2P) RCS services over their own messaging platform. This accounts for a 100% increase in usage from 2019.

WHAT WE LEARNED IN 2023 AND WHAT’S NEXT FOR 2024

During the pandemic years, SMS became a communication format consumers and companies alike began to rely on while isolated in their homes. The introduction of RCS will be something we see expand and evolve in customer communication in 2024. Consumers’ desire to have enhanced experiences, even within their text messages, is pushing technology forward at a rapid pace and companies would do well to follow that trend.

google-gemini-iconGEMINI’S TAKE
“RCS is expected to continue to grow significantly in 2024. Businesses that can adopt RCS and leverage its rich messaging features will be well-positioned to improve customer engagement, increase sales, and reduce costs.”

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Dan Ward HeadshotWHAT TEAM MHC SAYS
“SMS technology isn’t just a text; it’s a powerful tool for engaging and productive customer communication. In a world of instant connections, concise messages through SMS bridge gaps, delivering information directly to the palm of your customers’ hands, fostering swift and meaningful interactions.”
Dan Ward, Chief Technology Officer

Keep On Track with the Latest Communication Trends with MHC

Like we’ve seen the move from landlines to flip-phones to smartphones in our lifetime, trends in communication are constantly changing to meet the needs of the people. And while we don’t know what the future will bring us in the form of global pandemics, climate change, or financial instability, you can rely on MHC to provide solutions that will connect you with your customers in a meaningful and memorable way. Invest in your company’s relationship with its customers by scheduling a demo of MHC EngageCX today. And feel prepared for whatever tomorrow may have in store.

Gina Armada

Gina Armada is the Chief Executive Officer for MHC, offering over 24 years of experience leveraging technology to deliver business solutions and generate value for customers. Gina leads MHC in consistently delivering intelligent workflow and content automation solutions that organizations can rely upon to streamline their operations, optimize productivity, and increase engagement with customers. Gina worked at Accenture until she joined MHC in 2008, serving in multiple roles until she was named CEO in 2019. When Gina isn’t piloting the growth of MHC’s solutions and services, she is active in coaching youth sports and loves spending free time with family and friends.

Dan Ward

Dan Ward is the Chief Technology Officer for MHC. With a software engineering career spanning 25 years, Dan has worked for a variety of organizations ranging from fledgling start-ups to Fortune 500 companies. With experience ranging from aerospace, manufacturing, ERP mobile expansion, EdTech, loyalty rewards marketing, and finance, Dan is adept at growing software engineering organizations from small local teams to large multinational divisions. When Dan isn’t benefiting MHC with this immense skillset, he and his wife can be found proudly watching their three children participate in lacrosse, hockey, football, and dance. He also enjoys traveling to warm locales with his family, biking, running, and weightlifting.

Team MHC

Team MHC consists of a multitude of roles, functions, and expertise within MHC. With extensive combined experience in accounts payable and customer communication management, Team MHC has a unique insight into how to empower people using solutions that streamline processes while enhancing customer communication. Working alongside field experts in various industries and company sizes, Team MHC has garnered impressive thought leadership knowledge that we are excited to share with our readers. Including Aragon’s 2022 Women in Tech winner Gina Armada, CTO Dan Ward, VPs of Finance and Customer Service, and other talent that runs the spectrum of technology ability, Team MHC offers a mastery of skills to benefit our customers and prospects alike.

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