The 2024 State of Digital Customer Experience Report: 70% of Customers Risk Leaving Due to Poor CX
July 24, 2024
The latest State of Digital Customer Experience Report for 2024 is here, providing crucial insights into the ever-evolving landscape of customer expectations and businesses’ CX strategies.
In a watershed moment, digital channels have overtaken traditional phone interactions as the preferred method for customer engagement, with 61% of consumers now favoring digital.
The report also found that customers’ number one CX priority is speed, closely followed by having their query resolved and engaging with a business on their channel of choice. To meet these expectations, businesses are increasingly investing in AI technology.
However, the stakes are high—70% of customers say they’d switch to a competitor after a poor customer experience.
Key trends outlined in the report include:
Speed and Efficiency: Customers want quick responses and issue resolution which is driving demand for AI-powered intelligent virtual assistants that can deliver immediate and accurate support.
Investment in AI: Businesses are significantly increasing their investment in AI technologies, with 66% planning to boost their spending to enhance CX.
Focus on AI Outcomes: Businesses should focus their AI efforts on delivering practical, outcome-oriented solutions that meet customer needs.
The 2024 report is a comprehensive resource for businesses looking to refine their CX strategies in line with customer expectations and in reference to insights from their peers. By leveraging AI and focusing on delivering quick, accurate resolutions, companies can transform customer experience from a cost center to a significant driver of revenue.
Download the full report to explore detailed insights and practical recommendations for your CX strategy.