The State of Digital Customer Experience Report 2024

Unlock the secrets to elevated customer experience.

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition.

Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases.

Read the Report

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Digital is the Preferred Channel for 61% of Customers

For the first time, customers prefer digital channels when interacting with a business.

This shift requires a reevaluation of how businesses prioritize their contact center operations.

With customers expecting faster, more efficient digital interactions, businesses must adapt to stay competitive.

Is your contact center prepared to meet these new expectations?

 

Graphic comparing digital channels vs phone contact preference

Businesses Continue to Invest Big in AI for CX

  • 52%

    of businesses say AI is a key part of their CX strategy.

  • 66%

    of businesses plan to increase their CX tech spend over the next 12 months.

Bad CX Risks Losing 70% of Customers

When we asked customers to rank the most important aspects of CX, the overwhelming priority is speed.

Slow service is a dealbreaker and the stakes are high – 70% of respondents say they’ll move to a competitor following a terrible customer experience.

  1. 73% When I reach out to a company they reply quickly
  2. 48% It’s easy to get an answer to my question
  3. 43% I can contact a company on my preferred channel

Download the State of Digital Customer Experience 2024

Discover the top five digital CX trends for this year and beyond.