In 2023, CX Network’s research into the Global State of CX found that digital CX was the number one trend influencing the work of practitioners. In 2024, however, digital CX dropped to seventh most influential trend, while the components of digital – such as data, AI and automation – climbed the priority list.
These results suggest that while the idea of digital was previously a focus area for CX practitioners, today they are focused on the components of digital CX, and delivering a strategy that utilizes artificial intelligence (AI), automation, data and intelligent journey management to stand out in an increasingly large crowd.
As we head into 2025, The details of digital CX: How to unite tech and talent to drive success sets out the theories and practicalities for how leading digital experiences are crafted and delivered.
Featuring insights from practitioners who have worked for Thunes, Standard Chartered, BMW, Glencore, Marriott International, GXS Bank and NICE, it explores which elements of digital CX are set to be front of mind for practitioners in 2025, the paramount role that accurate, centralized data play in the overall digital experience, and how to embrace expectation transfer while staying true to the individual brand’s identity.
Download this report to discover:
- How the components, rather than the idea of digital CX, are now the priority for practitioners in all sectors
- Why expectation transfer shapes CX across the digital space – and what you can do to stand out
- Case studies on the superior digital experiences that drive customer loyalty and company profits