Customer experience leaders will face complex challenges in the year ahead, from an expanded remit to the careful balancing act of providing both self-service technology and customer service.

As CX technology grows into a massive industry, leaders will need to rethink their tech stacks, too. Tech stack bloat is an all too common challenge, and CX decision-makers must determine where they have redundant capabilities and where they need to invest in additional tools.

Meanwhile, the sector is afoot with grand pronouncements of how generative AI is going to revolutionize CX. But experts say that CX leaders should maintain a healthy dose of skepticism, and must separate reality from the hype.

CX Dive gathered a series of stories that detail the trends and challenges for CX leaders in the year ahead.