Customer Experience (CX) Fails of 2024: Nonstrategic AI, Missing Multilingual and Legacy Practices

Leading CX Provider, Alorica, Encourages Brands to Disband Ineffective Strategies and Focus on Conversational AI, Personalization and Data and Analytics in 2025

IRVINE, Calif., Jan. 14, 2025—Alorica Inc., a digitally-engineered, tech-enabled global CX leader, identified the top three leading missteps brands made with their CX strategies in 2024—nonstrategic AI, lack of localized, multilingual support, and relying on legacy customer service practices. With customer loyalty both fragile and volatile within the U.S. market across every industry—more than 1 in 3 U.S. consumers are not loyal to brands—these 2024 CX fails serve as a reminder to companies on what to avoid and what is required to maintain customer satisfaction.

 Top 2024 CX Fails:

• Nonstrategic AI—Between 2023 and 2024, global AI readiness in the enterprise declined; today, only 13% of companies are fully ready to capture AI’s potential. While AI is reshaping the industry, the brands that deployed it without a strategy and the harmonization of human support, failed to make a real, tangible impact and lost out financially in those investments.
• Missing Multilingual CX—29% of businesses lose customers due to the lack of multilingual support, while 70% of consumers say they feel more loyal to brands that communicate in their native language. Localized, multilingual CX that takes cultural nuances into consideration, builds trust as consumers feel heard and valued. Brands that couldn’t deliver a multilingual customer experience lost the increasingly global race for customers.
• Legacy Customer Service—Businesses can no longer thrive on face-to-face communications. Those that shied away from integrating new technologies, data and analytics lacked in delivering exceptional service. For example, 51% of organizations said chatbots reduce customer call time—big savings that add to the bottom line and brand satisfaction.

“Brands are under constant pressure to deliver memorable and satisfying customer experiences, and when they don’t, their reputation and bottom line are at risk,” stated Mike Clifton, Co-CEO, Alorica. “In 2024, AI-powered solutions demonstrated incredible capabilities to personalize CX, but the over reliance on tech without thoughtful implementation led to misguided automation, and ultimately, generic, one-size-fits all responses with no contextual awareness. Brands that don’t take a step back to analyze these detrimental mistakes will not adapt to the emerging tech and future, and they will be left behind.”

Ahead of 2025, the CX landscape is more competitive than ever with brands vying to win market share by meeting increasing consumer expectations. The only way to stand out is by perfecting convenience, speed, personalization and empathy—key pillars of customer trust and loyalty. By leveraging data and analytics, brands can build bespoke experiences that create meaningful connections. In 2025, conversational AI will take off. A type of AI that simulates human conversation across a wide range of tools like chatbots and virtual agents, conversational AI will redefine the standard for CX excellence not only with measurable outcomes, but also by creating more meaningful, empathetic and memorable customer journeys.

“Businesses that don’t have an AI or multilingual strategy for the upcoming year should pause and reassess their approach,” said Max Schwendner, Co-CEO, Alorica. “If they don’t consider these crucial CX fails, they are vulnerable to a slew of pitfalls, including missing customer insights, inconsistent omnichannel experiences, neglecting accessibility needs, over-reliance on outdated tools and poor employee training, which leads to turnover.”

To learn more about Alorica’s offerings as part of its Alorica IQ platform, visit www.alorica.com.

About Alorica  

Alorica is the global leader in designing and deploying tech-enabled customer experiences (CX) at scale. As a full-service, strategic CX partner, we combine next-gen technology and managed service expertise with a digital-first, human-focused approach. Our 100,000+ experts across 17 countries— including agents, technologists and solutionists—empower brands around the world with tailored interactions customers crave. Through our multifaceted technology portfolio and 150% YoY investment in digital innovation, our clients have access to pioneering technology and digital transformation results that include a 120% increase in engagement, 45%+ in contact reduction, and 20% in cost savings. Alorica’s proven track record of delivering best-in-class performance for 25+ years has resulted in world-class customer and employee satisfaction scores along with long-term loyalty. To learn more, visit www.alorica.com. 

Media Contact: 
Carla Perroni Aguilera
[email protected]