{"id":87147,"date":"2024-12-09T11:10:34","date_gmt":"2024-12-09T18:10:34","guid":{"rendered":"https:\/\/inmoment.com\/?p=87147"},"modified":"2024-12-09T11:10:36","modified_gmt":"2024-12-09T18:10:36","slug":"navigating-ai-society-and-experience-design","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/navigating-ai-society-and-experience-design\/","title":{"rendered":"Winter 2024 CX Trends: Navigating AI, Society, and Experience Design"},"content":{"rendered":"\n<p>Winter 2024 is heating up the CX landscape! Generative AI is making waves, societal shifts are redefining expectations, and <a href=\"https:\/\/inmoment.com\/blog\/customer-experience-design\/\">customer experience design<\/a> is evolving beyond transactions into transformative journeys. CX leaders face a thrilling challenge: staying ahead in a rapidly changing world. Let\u2019s dive into the hottest trends and their implications for experience improvement.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>AI: Hype, Hallucinations, and Human Oversight<\/strong><\/h2>\n\n\n\n<p>Generative AI stole the spotlight in 2024, offering revolutionary possibilities\u2014from personalized marketing to automated support. Yet, the reality is more nuanced. AI is an amplifier, generating outputs based on input quality. <a href=\"https:\/\/www.bbc.co.uk\/news\/articles\/cd11gzejgz4o\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Remember the infamous case of AI suggesting glue on pizza?<\/a> It underscores the need for vigilance and human oversight.<\/p>\n\n\n\n<p>Think of AI as an intern needing guidance\u2014it doesn\u2019t replace human judgment but enhances it. Successful AI integration combines AI with Human Intelligence (HI) to ensure ethical, relevant, and brand-aligned interactions.<\/p>\n\n\n\n<p><strong>Real-world example:<\/strong> <a href=\"https:\/\/www.yum.com\/wps\/portal\/yumbrands\/Yumbrands\/company\/our-brands\/taco-bell\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Taco Bell\u2019s voice AI drive-thru <\/a>improves efficiency but keeps employees involved for complex tasks, blending AI\u2019s speed with human empathy.<\/p>\n\n\n\n<p><strong>Key takeaway:<\/strong> Thoughtful AI integration, with human oversight, augments customer connections rather than replacing them. <\/p>\n\n\n\n<div class=\"card-wrapper  \">\n\n\t<a class=\"video-card-link group optional-hero-cta-video-link rounded-md border-marlin border border-solid block\" href=\"#\" target=\"\">\n\n\t\t\t\t\t<div class=\"promo-card-image relative rounded bg-hammerhead\/10\"\">\n\t\t\t\t<img decoding=\"async\" class=\"absolute inset-0 w-full h-full object-cover rounded\" loading=\"lazy\" src=\"https:\/\/inmoment.com\/wp-content\/uploads\/2024\/10\/GC-10244_The-AI-Debate_hero-1024x1024.png\" \/>\n\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"p-5\">\n\t\t\t\t\t\t\t<h3 class=\"heading text-base font-medium leading-[19px] text-orca group-hover:text-tsunami transition-colors\">\n\t\t\t\t\tThe AI Debate: A CX Game-Changer or Trust-Buster?\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t<p class=\"paragraph text-stingray text-[12px]\">\n\t\t\t\t\tTo learn more about how organizations are utilizing AI without losing the human touch, download this guide today! Packed with useful insights, it\u2019s your roadmap to a smarter, balanced, and customer-centric approach to AI.\t\t\t\t<\/p>\n\t\t\t\n\t\t<\/div>\n\n\t<\/a>\n<\/div>\n\n\n\n\t<span class=\"hs-gated-content-reveal-overlay hero-cta \"><\/span>\n\t<div class=\"hs-form-sticky-wrap hero-cta-popup-video hidden  \">\n\t\t\t\t\t<a href=\"\" class=\"cta-popup-video-x-link hero-cta \">\n\t\t\t\t<svg width=\"20\" height=\"20\" viewBox=\"0 0 20 20\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<g clip-path=\"url(#clip0_75_3)\">\n\t\t\t\t\t\t<path d=\"M1.53847 1.53846L18.4615 18.4615M1.53847 18.4615L18.4615 1.53846\" stroke=\"white\" stroke-width=\"3\" stroke-linecap=\"round\" stroke-linejoin=\"round\" \/>\n\t\t\t\t\t<\/g>\n\t\t\t\t\t<defs>\n\t\t\t\t\t\t<clipPath id=\"clip0_75_3\">\n\t\t\t\t\t\t\t<rect width=\"20\" height=\"20\" fill=\"white\" \/>\n\t\t\t\t\t\t<\/clipPath>\n\t\t\t\t\t<\/defs>\n\t\t\t\t<\/svg>\n\t\t\t<\/a>\n\t\t\n\n\t\t<div id=\"hubspot-form-678579e33fbba\" class=\"block-hubspot-form hs-form-outer popup-pdf \" data-chili=\"\" data-form-id=\"eeb21f07-484d-4ffd-8806-75f849ba732e\" >\n\t\t\t\t\t\t\t\t\t<!-- <span class=\"hs-gated-content-reveal-overlay\"><\/span> -->\n\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t<div class=\" modal fade modal-video video-content-0hubspot-form-678579e33fbba\" id=\"video-modal-0 hubspot-form-678579e33fbba\" tabindex=\"-1\" role=\"dialog\" aria-hidden=\"true\">\n\t\t\t\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t\t\t\t<div class=\"modal-content\">\n\n\t\t\t\t\t\t\t<div class=\"modal-body\">\n\n\t\t\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" data-target=\".video-content-0hubspot-form-678579e33fbba\" aria-label=\"Close video\"><\/button>\n\n\t\t\t\t\t\t\t\t<div class=\"embed-responsive embed-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div><!-- embed-container -->\n\n\t\t\t\t\t\t\t<\/div><!-- .modal-body -->\n\n\t\t\t\t\t\t<\/div><!--- .modal-content -->\n\t\t\t\t\t<\/div><!-- .modal-dialog -->\n\t\t\t\t<\/div><!-- #video-modal -->\n\n\t\t\t\n\n\t\t\t\n\t\t\t<div class=\"md:grid grid-cols-2 gap-x-8 items-center md:py-12\">\n\t\t\t\t\t\t\t\t<div class=\"form-image col-start-1 col-span-1 flex\">\n\t\t\t\t\t<img decoding=\"async\" class=\"form-img rounded-lg mb-4 mx-auto self-center max-w-full\" loading=\"lazy\" src=\"https:\/\/inmoment.com\/wp-content\/uploads\/2024\/10\/GC-10244_The-AI-Debate_hero-1024x1024.png\" alt=\"\" width=\"1200\" height=\"1200\">\n\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t<div class=\"col-start-2 col-span-1\">\t\t\t\t\n\t\t\t\t\t\t\t\t\t<h3 class=\"hs-form-title hero-cta  col-start-2 col-span-1\">The AI Debate: A CX Game-Changer or Trust-Buster?<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"more-content\">\n\t\t\t\t\t\t<p><span>This is your essential guide for using AI to elevate CX without sacrificing trust. Packed with useful insights, it\u2019s your roadmap to a smarter, balanced, and customer-centric approach to AI.<\/span><\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t\t<div class=\"skeleton-loader\" id=\"loading-indicator-hubspot-form-678579e33fbba\">\n\t\t\t\t\t<div class=\"skeleton-field formpulse delay-1\">\n\t\t\t\t\t\t<div class=\"skeleton-label\"><\/div>\n\t\t\t\t\t\t<div class=\"skeleton-input\"><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"skeleton-field formpulse delay-2\">\n\t\t\t\t\t\t<div class=\"skeleton-label\"><\/div>\n\t\t\t\t\t\t<div class=\"skeleton-input\"><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"skeleton-field formpulse delay-3\">\n\t\t\t\t\t\t<div class=\"skeleton-label\"><\/div>\n\t\t\t\t\t\t<div class=\"skeleton-input\"><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t\t\t<script>\n\t\t\t\t\thsformEmbedJs.addEventListener('load', function(event_678579e33fbba) {\n\n\t\t\t\t\t\tvar gatedContentType = 'popupPdf';\n\t\t\t\t\t\tvar timeoutTime = 0;\n\n\t\t\t\t\t\t\/\/ Set up functions\n\t\t\t\t\t\tfunction onFormReadyFunction($form) {\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\/\/ Hide the loading indicator here if ZIFC not enabled\n\t\t\t\t\t\t\t\tif (document.getElementById('loading-indicator-hubspot-form-678579e33fbba'))\n\t\t\t\t\t\t\t\t\tdocument.getElementById('loading-indicator-hubspot-form-678579e33fbba').style.display = 'none';\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\/\/ Gated content known user check\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tif(( localStorage.getItem('hasSubmittedForm') === 'true' && document.cookie.toLowerCase().indexOf('hubspotutk') > -1 ) && (gatedContentType === 'pdf' || gatedContentType === 'popupPdf')) {\n\t\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.skeleton-loader').style.display = 'none';\n\t\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.form_target').style.display = 'none';\n\t\t\t\t\t\t\t\tlet submittedMessageCustom = $form[0].closest('.block-hubspot-form').appendChild(document.createElement('div'));\n\t\t\t\t\t\t\t\tsubmittedMessageCustom.classList.add('submitted-message-custom');\n\n\t\t\t\t\t\t\t\tif(gatedContentType === 'popupPdf') submittedMessageCustom.classList.add('text-center');\n\n\t\t\t\t\t\t\t\tsubmittedMessageCustom.innerHTML = '<a href=\"https:\/\/inmoment.com\/wp-content\/uploads\/2024\/10\/The-AI-Debate-A-CX-Game-Changer-or-Trust-Buster.pdf\" class=\"known-user-download header-cta-button button background-tsunami inline-block px-8 py-4 mb-4\" target=\"_blank\" data-last-asset=\"The AI Debate: A CX Game-Changer or Trust-Buster? 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($form.attr('id') === 'hsForm_eeb21f07-484d-4ffd-8806-75f849ba732e') {\n\t\t\t\t\t\t\t\/\/ \t\/\/console.log(\"eeb21f07-484d-4ffd-8806-75f849ba732e form submit function\");\n\t\t\t\t\t\t\t\/\/ }\n\t\t\t\t\t\t}\n\n\t\t\t\t\t\tfunction onFormSuccessFunction($form, data) {\n\t\t\t\t\t\t\tif (gatedContentType === 'contentReveal') {\n\t\t\t\t\t\t\t\tif (localStorage.getItem('hasSubmittedForm') !== 'true') {\n\t\t\t\t\t\t\t\t\trevealGatedContent();\n\t\t\t\t\t\t\t\t}\n\t\t\t\t\t\t\t} else if (gatedContentType === 'popupVideo' || gatedContentType === 'heroCTAPopupVideo') {\n\t\t\t\t\t\t\t\trevealPopupVideo($form);\n\t\t\t\t\t\t\t} else if (gatedContentType === 'popupPdf') {\n\t\t\t\t\t\t\t\trevealPopupPdf($form);\n\t\t\t\t\t\t\t} else if (gatedContentType === 'footerCTAPopupVideo') {\n\t\t\t\t\t\t\t\trevealFooterPopupVideo()\n\t\t\t\t\t\t\t} else if (gatedContentType === 'innerGate') {\n\t\t\t\t\t\t\t\trevealInnerGate($form);\n\t\t\t\t\t\t\t}\n\n\t\t\t\t\t\t\t\/\/ GTM add event trigger here\n\t\t\t\t\t\t\twindow.dataLayer = window.dataLayer || []\n\t\t\t\t\t\t\twindow.dataLayer.push({\n\t\t\t\t\t\t\t\t'event': 'form_submit',\n\t\t\t\t\t\t\t\t'lastAsset': 'The AI Debate: A CX Game-Changer or Trust-Buster? Popup PDF',\n\t\t\t\t\t\t\t\t'formSubmittedPage': window.location.href,\n\t\t\t\t\t\t\t\t'salesforceCampaignID': 'Winter 2024 CX Trends: Navigating AI, Society, and Experience Design',\n\t\t\t\t\t\t\t\t'formType': 'gated',\n\t\t\t\t\t\t\t\t'gatedContentType': gatedContentType\n\t\t\t\t\t\t\t});\n\n\t\t\t\t\t\t\tlocalStorage.setItem('hasSubmittedForm', 'true');\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t}\n\n\t\t\t\t\t\tfunction revealInnerGate($form) {\n\t\t\t\t\t\t\tif($form[0].closest('.block-im-quiz')) {\n\t\t\t\t\t\t\t\t$form[0].closest('.hs-form-sticky-wrap').classList.add('hidden');\n\t\t\t\t\t\t\t\t$form[0].closest('.block-im-quiz').querySelector('.im-quiz-finish-screen').classList.remove('hidden');\n\t\t\t\t\t\t\t\t$form[0].closest('.block-im-quiz').querySelector('.quiz-inner').classList.remove('hidden');\n\t\t\t\t\t\t\t\t$form[0].closest('.block-im-quiz').querySelector('.restart').style.display = 'inline-block';\n\t\t\t\t\t\t\t}\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t}\n\n\t\t\t\t\t\tfunction revealGatedContent() {\n\t\t\t\t\t\t\t\/\/console.log('content has been revealed');\n\t\t\t\t\t\t\tdocument.body.classList.remove('gated-lock-screen');\n\t\t\t\t\t\t\tdocument.documentElement.classList.remove('gated-lock-screen');\n\t\t\t\t\t\t}\n\n\t\t\t\t\t\tfunction revealPopupPdf($form) {\n\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom').classList.remove('hidden');\n\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden');\n\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden');\n\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.more-content').classList.add('hidden');\n\t\t\t\t\t\t\tsetTimeout(() => {\n\t\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.submitted-message-custom .header-cta-button').click();\n\t\t\t\t\t\t\t}, 3000);\n\t\t\t\t\t\t}\n\n\t\t\t\t\t\tfunction revealPopupVideo($form) {\n\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.play-btn.modal-trigger.form-to-video').click();\n\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.form-to-video-wrapper').classList.remove('hidden');\n\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.submitted-message').classList.add('hidden');\n\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').querySelector('.hs-form-title').classList.add('hidden');\n\t\t\t\t\t\t\t$form[0].closest('.block-hubspot-form').classList.add('to-video');\n\t\t\t\t\t\t}\n\t\t\t\t\t\tfunction revealFooterPopupVideo() {\n\t\t\t\t\t\t\tdocument.querySelector('.play-btn.modal-trigger.form-to-video.footer-cta').click();\n\t\t\t\t\t\t\tdocument.querySelector('.form-to-video-wrapper.footer-cta').classList.remove('hidden');\n\t\t\t\t\t\t\tdocument.querySelector('.hs-form-title.footer-cta').classList.add('hidden');\n\t\t\t\t\t\t\tdocument.querySelector('.hs-form-sticky-wrap.footer-cta-popup-video .block-hubspot-form').classList.add('to-video');\n\t\t\t\t\t\t\tvar submittedMessages = document.querySelectorAll('.submitted-message');\n\t\t\t\t\t\t\tsubmittedMessages.forEach(function(submittedMessage) {\n\t\t\t\t\t\t\t\tsubmittedMessage.classList.add('hidden');\n\t\t\t\t\t\t\t});\n\t\t\t\t\t\t}\n\n\t\t\t\t\t\tfunction gotoScorecard(data) {\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\tvar baseURL = '';\n\t\t\t\t\t\t\tvar thankYouURLParams = [];\n\t\t\t\t\t\t\tthankYouURLParams['first_name'] = data.submissionValues.firstname ? data.submissionValues.firstname : '';\n\t\t\t\t\t\t\tthankYouURLParams['last_name'] = data.submissionValues.lastname ? data.submissionValues.lastname : '';\n\t\t\t\t\t\t\tthankYouURLParams['email'] = data.submissionValues.email ? data.submissionValues.email : '';\n\t\t\t\t\t\t\tthankYouURLParams['phone_number'] = data.submissionValues.phone ? data.submissionValues.phone : '5555555555';\n\n\t\t\t\t\t\t\tthankYouURLParams = Object.entries(thankYouURLParams);\n\t\t\t\t\t\t\tvar queryString = thankYouURLParams.map(([key, value]) =>\n\t\t\t\t\t\t\t`${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&');\n\n\n\t\t\t\t\t\t\tvar finalThankyouURL = `${baseURL}?${queryString}&suppress_fields`;\n\n\t\t\t\t\t\t\twindow.open(finalThankyouURL, '_blank');\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t}\n\t\t\t\t\t\t\/\/ Returns the redirect URL needed for the Hubspot form\n\t\t\t\t\t\tfunction generateThankYouURL(customURL, formType, gatedContentType, gatedAsset, $form) {\n\t\t\t\t\t\t\t\/\/ Check if custom Thank You URL is needed\n\t\t\t\t\t\t\tif (!customURL) {\n\t\t\t\t\t\t\t\tvar baseURL =\n\t\t\t\t\t\t\t\t\t'https:\/\/inmoment.com\/thank-you\/?';\n\t\t\t\t\t\t\t\tvar thankYouURLParams = [];\n\n\t\t\t\t\t\t\t\tif (formType === 'gated') {\n\t\t\t\t\t\t\t\t\tif (gatedContentType === 'pdf') {\n\t\t\t\t\t\t\t\t\t\tthankYouURLParams['type'] = 'asset';\n\t\t\t\t\t\t\t\t\t\t\/\/ Gated content needs to be attachment URL\n\t\t\t\t\t\t\t\t\t\tthankYouURLParams['asset'] = gatedAsset;\n\t\t\t\t\t\t\t\t\t} else if (gatedContentType === 'video') {\n\t\t\t\t\t\t\t\t\t\tthankYouURLParams['type'] = 'video';\n\t\t\t\t\t\t\t\t\t\t\/\/ Gated content needs to be attachment URL\n\t\t\t\t\t\t\t\t\t\tthankYouURLParams['asset'] = gatedAsset;\n\t\t\t\t\t\t\t\t\t} else if (gatedContentType === 'popupVideo') {\n\t\t\t\t\t\t\t\t\t\treturn false;\n\t\t\t\t\t\t\t\t\t} else if (gatedContentType === 'contentReveal') {\n\t\t\t\t\t\t\t\t\t\treturn false;\n\t\t\t\t\t\t\t\t\t} else if (gatedContentType === 'heroCTAPopupVideo') {\n\t\t\t\t\t\t\t\t\t\treturn false;\n\t\t\t\t\t\t\t\t\t} else if (gatedContentType === 'footerCTAPopupVideo') {\n\t\t\t\t\t\t\t\t\t\treturn false;\n\t\t\t\t\t\t\t\t\t} else if (gatedContentType === 'popupPdf') {\n\t\t\t\t\t\t\t\t\t\treturn false;\n\t\t\t\t\t\t\t\t\t} else if (gatedContentType === 'innerGate') {\n\t\t\t\t\t\t\t\t\t\treturn false;\n\t\t\t\t\t\t\t\t\t}\n\t\t\t\t\t\t\t\t\t\/\/console.log('gatedAsset -> ', gatedAsset);\n\t\t\t\t\t\t\t\t}\n\n\t\t\t\t\t\t\t\tif (formType === 'demo') {\n\t\t\t\t\t\t\t\t\tthankYouURLParams['type'] = 'contact';\n\t\t\t\t\t\t\t\t}\n\n\t\t\t\t\t\t\t\tif (formType === 'contact') {\n\t\t\t\t\t\t\t\t\tthankYouURLParams['type'] = 'contact';\n\t\t\t\t\t\t\t\t}\n\n\t\t\t\t\t\t\t\tif (formType === 'event') {\n\t\t\t\t\t\t\t\t\tthankYouURLParams['type'] = 'event';\n\t\t\t\t\t\t\t\t}\n\n\t\t\t\t\t\t\t\t\/\/console.log('thankYouURLParams -> ', thankYouURLParams);\n\t\t\t\t\t\t\t\t\/\/ Construct the query string by joining the key-value pairs\n\t\t\t\t\t\t\t\tthankYouURLParams = Object.entries(thankYouURLParams);\n\n\t\t\t\t\t\t\t\tvar queryString = thankYouURLParams.map(([key, value]) =>\n\t\t\t\t\t\t\t\t\t`${encodeURIComponent(key)}=${encodeURIComponent(value)}`).join('&');\n\n\t\t\t\t\t\t\t\t\/\/console.log('queryString -> ', queryString);\n\t\t\t\t\t\t\t\t\/\/ Combine the base URL with the query string\n\t\t\t\t\t\t\t\tvar finalThankyouURL = `${baseURL}${queryString}`;\n\n\t\t\t\t\t\t\t\t\/\/console.log('finalThankyouURL -> ', finalThankyouURL);\n\t\t\t\t\t\t\t\treturn finalThankyouURL;\n\t\t\t\t\t\t\t} else {\n\t\t\t\t\t\t\t\t\/\/console.log('customURL -> ', customURL);\n\t\t\t\t\t\t\t\treturn customURL;\n\t\t\t\t\t\t\t}\n\t\t\t\t\t\t}\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\/\/ lazy load popup forms\n\t\t\t\t\t\t\tdocument.querySelector('#hubspot-form-678579e33fbba').closest('.hs-form-sticky-wrap').previousElementSibling.previousElementSibling.querySelector('[class*=\"video-link\"]').addEventListener('click', function() {\n\n\t\t\t\t\t\t\t\t\/\/ check if form has already been submitted\n\t\t\t\t\t\t\t\tif(document.querySelector('#hubspot-form-678579e33fbba .form_target form') || (document.querySelector('#hubspot-form-678579e33fbba .form-to-video-wrapper') && !document.querySelector('#hubspot-form-678579e33fbba .form-to-video-wrapper.hidden')) || (document.querySelector('#hubspot-form-678579e33fbba .submitted-message-custom') && !document.querySelector('#hubspot-form-678579e33fbba .submitted-message-custom.hidden')) )\n\t\t\t\t\t\t\t\t\treturn;\n\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\/\/ Main hubspot code\n\t\t\t\t\t\thbspt.forms.create({\n\t\t\t\t\t\t\tregion: \"na1\",\n\t\t\t\t\t\t\tportalId: \"1787915\",\n\t\t\t\t\t\t\tlocale: \"en\",\n\t\t\t\t\t\t\ttarget: \"#hubspot-form-678579e33fbba .form_target\",\n\t\t\t\t\t\t\tcss: '',\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tredirectUrl: generateThankYouURL('',\n\t\t\t\t\t\t\t\t\t'gated', 'popupPdf',\n\t\t\t\t\t\t\t\t\t'85970'),\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tformId: \"eeb21f07-484d-4ffd-8806-75f849ba732e\",\n\t\t\t\t\t\t\tmanuallyBlockedEmailDomain: [\"mailinator.com\",\"mailor.com\",\"yahoi.co.uk\",\"art.suez.edu.eg\",\"eol.com\",\"info.com\",\"weizixu.com\",\"naymedia.com\",\"compny.com\",\"linator.com\",\"edu.com\",\"mailinaor.com\",\"sportrid.comm\",\"tufufacenurimyv.com\",\"eeeqwe2.com\",\"armyspy.com\",\"info.net\",\"hinoon.com\",\"ainator.com\",\"busniess.com\",\"GMAIL1.com\",\"alright.com\",\"example.com\",\"poverts.com\",\"mailt.com\",\"apxby.com\",\"gmail.com\",\"yahoo.com\",\"hotmail.com\",\"live.com\",\"aol.com\",\"outlook.com\",\"qq.com\",\"comcast.com\",\"icloud.com\",\"ctpagent.com\",\"wesolvecx.com\",\"getthematic.com\",\"merkle.com\",\"getlocalmeasure.com\",\"localmeasure.com\",\"asknicely.com\",\"nielseniq.com\",\"momentive.com\",\"reputation.com\",\"zenloop.com\",\"eloquant.com\",\"forsta.com\",\"hellocustomer.com\",\"skeepers.io\",\"yabble.com\",\"resonate.com.au\",\"smg.com\",\"altointelligence.co.uk\",\"altointelligence.com\",\"auracorp.com\",\"bareinternational.com\",\"bestmark.com\",\"blauw.com\",\"clarabridge.com\",\"concentrix.com\",\"concur.com\",\"confirmit.com\",\"copytimize.com\",\"critizr.com\",\"crowdicity.com\",\"customerradar.com\",\"customersat.com\",\"gallup.com\",\"getfeedback.com\",\"gfk.com\",\"globis-consulting.de\",\"glowfeed.com\",\"insync.com.au\",\"intervista.ch\",\"iperceptions.com\",\"jacada.com\",\"ka-brandresearch.com\",\"kantar.com\",\"kantartns.com\",\"kunden-insights.de\",\"link.ch\",\"livinglens.tv\",\"Loyalty360.org\",\"management-consult.de\",\"medallia.com\",\"morpace.com\",\"nice.com\",\"niceincontact.com\",\"op2ma.com.au\",\"opinionlab.com\",\"oracle.com\",\"pangealabs.com\",\"pidas.com\",\"potentiate.com\",\"quadient.com\",\"qualtrics.com\",\"questback.com\",\"rateitapp.com\",\"rateitapp.com.au\",\"responsetek.com\",\"rightnow.com\",\"salesforce.com\",\"sap.com\",\"satmetrix.com\",\"slmedien.de\",\"smg.com\",\"sphanalytics.com\",\"stellarbpo.com\",\"stellarxm.com\",\"strikedeck.com\",\"surveygizmo.com\",\"surveymonkey.com\",\"tele-research.de\",\"themsrgroup.com\",\"tns-global.com\",\"tns-infratest.com\",\"tnsglobal.com\",\"touchpointgroup.com\",\"ttr-group.de\",\"united-research.com\",\"usabilla.com\",\"verint.com\",\"vovici.com\",\"walkerinfo.com\",\"zendesk.com\",\"zingle.com\"],\n\n\t\t\t\t\t\t\t\/\/ Arbitrary in case there are two of same form on page\n\t\t\t\t\t\t\tformInstanceId: \"hubspot-form-678579e33fbba\",\n\n\n\n\t\t\t\t\t\t\tonFormReady: function($form) {\n\t\t\t\t\t\t\t\tonFormReadyFunction($form);\n\t\t\t\t\t\t\t},\n\t\t\t\t\t\t\tonBeforeFormSubmit: function($form) {\n\t\t\t\t\t\t\t\tonBeforeFormSubmitFunction($form);\n\t\t\t\t\t\t\t},\n\t\t\t\t\t\t\tonFormSubmit: function($form) {\n\t\t\t\t\t\t\t\tonFormSubmitFunction($form);\n\t\t\t\t\t\t\t},\n\t\t\t\t\t\t\tonFormSubmitted: function($form, data) {\n\t\t\t\t\t\t\t\tonFormSuccessFunction($form, data);\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t},\n\t\t\t\t\t\t\tsubmitText: \"Download Now\",\n\t\t\t\t\t\t});\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t});\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\n\n\t\t\t\t\t}) \/\/ on hs script loaded\n\t\t\t\t<\/script>\n\n\n\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t<script>\n\t\t\t\t\t\t(function() {\n\t\t\t\t\t\t\tdocument.addEventListener('DOMContentLoaded', function() {\n\t\t\t\t\t\t\t\tvar optionalCta = document.querySelectorAll('.optional-hero-cta-video-link');\n\t\t\t\t\t\t\t\toptionalCta.forEach(cta => {\n\t\t\t\t\t\t\t\t\tvar heroCTAPopupVideoFormWrap;\n\t\t\t\t\t\t\t\t\tvar heroCTAPopupVideoXLink;\n\t\t\t\t\t\t\t\t\tvar heroCTAPopupVideoOverlay;\n\t\t\t\t\t\t\t\t\tvar heroCTAParent;\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\/\/ Check if the optional-hero-cta-video-link element exists\n\t\t\t\t\t\t\t\t\tif(!cta) return;\n\n\t\t\t\t\t\t\t\t\tif(cta.closest('.super-hero-block') || cta.closest('.home-hero-block')) {\n\t\t\t\t\t\t\t\t\t\theroCTAParent = cta.closest('.super-hero-block') ? cta.closest('.super-hero-block') : cta.closest('.home-hero-block');\n\t\t\t\t\t\t\t\t\t\theroCTAPopupVideoFormWrap = heroCTAParent.parentElement.querySelector('.hero-cta-popup-video');\n\t\t\t\t\t\t\t\t\t\theroCTAPopupVideoXLink = heroCTAParent.parentElement.querySelector('.cta-popup-video-x-link.hero-cta');\n\t\t\t\t\t\t\t\t\t\theroCTAPopupVideoOverlay = heroCTAParent.parentElement.querySelector('.hs-gated-content-reveal-overlay.hero-cta');\n\t\t\t\t\t\t\t\t\t} else {\n\t\t\t\t\t\t\t\t\t\tvar heroCTAPopupVideoFormWrap = cta.parentNode.nextElementSibling.nextElementSibling;\n\t\t\t\t\t\t\t\t\t\tvar heroCTAPopupVideoXLink = cta.parentNode.nextElementSibling.nextElementSibling.querySelector('.cta-popup-video-x-link.hero-cta');\n\t\t\t\t\t\t\t\t\t\tvar heroCTAPopupVideoOverlay = cta.parentNode.nextElementSibling;\n\t\t\t\t\t\t\t\t\t}\n\n\t\t\t\t\t\t\t\t\tcta.addEventListener('click', function() {\n\t\t\t\t\t\t\t\t\t\t\t\/\/ Prevent the default behavior of the link\n\t\t\t\t\t\t\t\t\t\t\tevent.preventDefault();\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\theroCTAPopupVideoOverlay = cta.closest('.blog-post-block-area') ? cta.closest('.blog-post-block-area').querySelector('.hs-gated-content-reveal-overlay') : heroCTAPopupVideoOverlay;\n\n\t\t\t\t\t\t\t\t\t\t\theroCTAPopupVideoFormWrap.classList.remove('hidden');\n\t\t\t\t\t\t\t\t\t\t\theroCTAPopupVideoOverlay.classList.add('reveal');\n\n\t\t\t\t\t\t\t\t\t\tif(cta.closest('.hs-gated-content-reveal-overlay.hidden')) {\n\t\t\t\t\t\t\t\t\t\t\tvar otherAreas = cta.closest('.blog-post-block-area');\n\t\t\t\t\t\t\t\t\t\t\totherAreas.forEach(otherArea => {\n\t\t\t\t\t\t\t\t\t\t\t\tif(otherArea.classList.contains('z-50')) {\n\t\t\t\t\t\t\t\t\t\t\t\t\totherArea.classList.remove('z-50');\n\t\t\t\t\t\t\t\t\t\t\t\t}\n\t\t\t\t\t\t\t\t\t\t\t});\n\t\t\t\t\t\t\t\t\t\t}\n\t\t\t\t\t\t\t\t\t\tif(cta.closest('.blog-post-block-area')) {\n\t\t\t\t\t\t\t\t\t\t\tcta.closest('.blog-post-block-area').classList.add('z-50');\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t}\n\t\t\t\t\t\t\t\t\t});\n\t\t\t\t\t\t\t\t\tif (heroCTAPopupVideoXLink) {\n\t\t\t\t\t\t\t\t\t\theroCTAPopupVideoXLink.addEventListener('click', function() {\n\t\t\t\t\t\t\t\t\t\t\t\/\/ 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2.85938 7C5.375 2.67969 9.96875 0 15 0C19.9766 0 24.5703 2.67969 27.0859 7C29.6016 11.375 29.6016 16.6797 27.0859 21C24.5703 25.375 19.9766 28 15 28ZM21.1797 11.4297H21.125C21.6719 10.9375 21.6719 10.1172 21.125 9.57031C20.6328 9.07812 19.8125 9.07812 19.3203 9.57031L13.25 15.6953L10.6797 13.125C10.1328 12.5781 9.3125 12.5781 8.82031 13.125C8.27344 13.6172 8.27344 14.4375 8.82031 14.9297L12.3203 18.4297C12.8125 18.9766 13.6328 18.9766 14.1797 18.4297L21.1797 11.4297Z\" fill=\"#6BC89B\"\/>\n\t\t\t\t\t\t\t<\/svg><br \/>\n\t\t\t\t\t\t\tThank you\n\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t<p>Your download will begin shortly. If it doesn&#8217;t, click on the download button.<\/p>\n\t\t\t\t\t\t<a class=\"header-cta-button button inline-block px-8 py-4 mb-4 bg-tsunami\" href=\"https:\/\/inmoment.com\/wp-content\/uploads\/2024\/10\/The-AI-Debate-A-CX-Game-Changer-or-Trust-Buster.pdf\" target=\"_blank\"><span class=\"order-2\">Download Now<\/span><span class=\"item-icon order-3 right-icon\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"1em\" height=\"1em\" viewBox=\"0 0 512 512\"><!--! Font Awesome Pro 6.5.2 by @fontawesome - https:\/\/fontawesome.com License - https:\/\/fontawesome.com\/license (Commercial License) Copyright 2024 Fonticons, Inc. --><path d=\"M288 32c0-17.7-14.3-32-32-32s-32 14.3-32 32V274.7l-73.4-73.4c-12.5-12.5-32.8-12.5-45.3 0s-12.5 32.8 0 45.3l128 128c12.5 12.5 32.8 12.5 45.3 0l128-128c12.5-12.5 12.5-32.8 0-45.3s-32.8-12.5-45.3 0L288 274.7V32zM64 352c-35.3 0-64 28.7-64 64v32c0 35.3 28.7 64 64 64H448c35.3 0 64-28.7 64-64V416c0-35.3-28.7-64-64-64H346.5l-45.3 45.3c-25 25-65.5 25-90.5 0L165.5 352H64zm368 56a24 24 0 1 1 0 48 24 24 0 1 1 0-48z\"\/><\/svg><\/span><\/a>\n\t\t\t\t\t\t<p class=\"text-sm stingray exit-this-form cursor-pointer\">Exit this form<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div><\/div>\t\t\t\n\t\t<\/div>\n\n\t<\/div>\n\n\n\n<div style=\"height:25px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Society: Divided, Yet Connected<\/strong><\/h2>\n\n\n\n<p>Customers navigate a paradox: craving connection in an overstimulated, fragmented world. Societal trends are shaping new opportunities and challenges for CX leaders:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Wellness Culture:<\/strong> Self-care is booming, from non-alcoholic beverages to gut health products. But wellness culture can fuel health anxiety. CX leaders must offer authentic support without exploiting fears.<\/li>\n\n\n\n<li><strong>Social Divides:<\/strong> From dating apps highlighting income disparity to far-right riots affecting footfall, social inequalities are more visible. Brands must foster inclusion through thoughtful CX strategies.<\/li>\n\n\n\n<li><strong>Youth Trends:<\/strong> Gen Z\u2019s rising influence demands authenticity, sustainability, and inclusivity. It\u2019s not just their buying power but their values that matter. Aligning experiences with these principles fosters loyalty.<\/li>\n<\/ul>\n\n\n\n<p><strong>Key takeaway:<\/strong> <a href=\"https:\/\/inmoment.com\/resource\/brands-win-inclusive-diveristy\/\">Brands that support well-being<\/a>, inclusion, and individuality will forge stronger connections and resilience in their CX strategies. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Experience Design: From Transactions to Transformations<\/strong><\/h2>\n\n\n\n<p>Today\u2019s best experiences go beyond reducing friction\u2014they transform interactions. The goal: anticipate needs, foster emotional connections, and make every touchpoint memorable. Here\u2019s how:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Sustainable Interactions:<\/strong> Conscious design minimizes environmental impact and builds trust.<\/li>\n\n\n\n<li><strong>Tactile Resurgence:<\/strong> Physical buttons are back! Companies like Apple reintroduce tactile keys, prioritizing comfort over aesthetics.<\/li>\n\n\n\n<li><strong>Preventative Experiences:<\/strong> Proactive strategies (like reducing return rates) prevent friction. Smart recommendations can turn these efforts positive.<\/li>\n\n\n\n<li><strong>Innovative In-Store Interactions:<\/strong> Gamified shopping and self-service returns transform mundane tasks into engaging experiences.<\/li>\n\n\n\n<li><strong>Preserve Human Connection:<\/strong> Digital efficiency (like mobile orders) streamlines tasks but can erode joy. Balance technology with personal interaction.<\/li>\n\n\n\n<li><strong>Data-Driven Design:<\/strong> Too much data overwhelms without context. Filter relevant insights to focus on what truly matters.<\/li>\n<\/ul>\n\n\n\n<p><strong>Key takeaway:<\/strong> Transformative experience design anticipates needs, aligns with values, and enhances human connections. In order to achieve this, you need to know <a href=\"https:\/\/inmoment.com\/resource\/how-to-leverage-all-your-data-not-just-survey-feedback-to-meaningfully-improve-customer-experiences\/\">how to leverage all your data<\/a>. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The Psychology of Change: Helping Humans Adap<\/strong>t<\/h2>\n\n\n\n<p>Change is hard\u2014especially with new technologies. The &#8220;mere exposure effect&#8221; shows that familiarity breeds comfort. Transparency and training are crucial. Frame AI as an enabler, not a replacer, to build trust and ease transitions.<\/p>\n\n\n\n<p><strong>Emotions Drive Decisions:<\/strong> Emotional experiences leave a lasting impact\u2014sometimes positive, sometimes not. To create moments of delight and minimize friction, you need a fresh approach that combines creativity with <a href=\"https:\/\/inmoment.com\/blog\/customer-behavior-analysis\/\">customer behavior analysis<\/a>. Take Houston Airport, for example: they famously cut complaints not by speeding up baggage delivery, but by making passengers walk longer, reducing the perception of wait time. It&#8217;s all about rethinking the journey to reshape the experience.<\/p>\n\n\n\n<p><strong>Psychology in Practice:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Behavioral Insights Matter:<\/strong> Simplify choices to prevent overwhelming customers.<\/li>\n\n\n\n<li><strong>Reframing Works:<\/strong> Change perspectives to change outcomes.<\/li>\n\n\n\n<li><strong>Action Bias Alert:<\/strong> Sometimes, doing less is the smartest move. Take penalty shots in football for example. Data shows that goalkeepers who stay centered instead of diving dramatically actually save more. It&#8217;s a reminder that strategic patience often beats impulsive action.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Looking Ahead: Balancing Innovation and Human Connection<\/strong><\/h2>\n\n\n\n<p>As we move into 2025, the key to CX excellence lies in balance. AI offers incredible potential, but human connection defines exceptional experiences.<\/p>\n\n\n\n<p><strong>Key Action Points:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Integrate AI with HI:<\/strong> Enhance efficiency while maintaining brand integrity.<\/li>\n\n\n\n<li><strong>Champion Authenticity:<\/strong> Navigate societal divides with honest, empathetic CX strategies.<\/li>\n\n\n\n<li><strong>Engage Younger Audiences:<\/strong> Align with Gen Z\u2019s values to resonate across generations.<\/li>\n<\/ul>\n\n\n\n<p>CX leaders have a unique opportunity to meet evolving expectations, from integrating AI for seamless personalization to rethinking wellness campaigns for genuine care.<\/p>\n\n\n\n<p><strong>Want to learn more?<\/strong> Check out our <strong><a href=\"https:\/\/inmoment.com\/lp\/consumer-trends-report\/\">2025 Consumer Trends Report<\/a> <\/strong>for deeper insights and practical guidance on navigating the future of customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn how generative AI, customer expectations, and customer journeys as a whole are changing and how your business can be prepared for the future. <\/p>\n","protected":false},"author":41,"featured_media":81706,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"footnotes":""},"categories":[152],"tags":[],"industry":[],"class_list":["post-87147","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/87147"}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/users\/41"}],"replies":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/comments?post=87147"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/87147\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/81706"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=87147"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=87147"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/tags?post=87147"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=87147"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}