Unlock the Future of Customer Experience in 2024
Discover how AI, self-service, and data-driven insights are redefining customer experience—based on findings from over 1,000 CX leaders worldwide.
Inside the 2024 State of CX
- AI Leads the Way: 3 of the top 5 CX trends involve artificial intelligence, including generative AI and automation.
- The Data Imperative: 42% say data and analytics are the most critical area—but many still struggle with data silos and actionable insights.
- Self-Service 2.0: A new era of AI-enhanced tools is reshaping customer empowerment and operational efficiency.
- CX’s Strategic Shift: Leaders are aligning CX with business growth—but face challenges aligning with business objectives.
What CX Leaders Are Saying
“Customers are savvier. Empathy and human connection can’t be faked online.”
— Sam Phillips-Lord, HastingsDirect
— Sam Phillips-Lord, HastingsDirect
“Being able to clearly link CX investment to commercial outcomes is the key to prioritization.”
— Yvette Mihelic, John Holland Group
— Yvette Mihelic, John Holland Group
“The challenge is linking CX efforts directly to customer acquisition, revenue and loyalty.”
— Travis Gelbrich, PetCo
— Travis Gelbrich, PetCo
Survey Data Highlights
- 39% prioritize AI technologies for operations
- 37% prioritize automation and self-service
- 42% struggle with competing priorities
- 29% face challenges turning data into insights
- Top industries: BFSI (25%), Healthcare (15%), Tech (13%), Retail (7%)
Who Took the Survey?
CX professionals across IT, marketing, product, operations, and executive leadership, representing global regions and top industries.
Take the Next Step in Your CX Strategy
Modernize service channels, deploy AI, and align CX to ROI with the 2024 Global State of CX Report.
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