The Global State of CX 2024

Why data and analytics are growing in importance for CX practitioners

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By: CX Network, Melanie Mingas 05/23/2024

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Over the last 12 months, the major trends defining CX have been shaped by new technological developments, changing customer demands and the continued digitalization of the modern enterprise. Many practitioners, however, face the same challenges that have plagued CX for decades; how to secure buy-in, train teams and grow the customer base.

According to our network members, this is the Global State of CX in 2024.

Brought to you in association with Talkdesk, the Global State of CX 2024 is based on insights from 282 CX practitioners, service leaders, experience designers, analysts and consultants from around the world. It paints a comprehensive snapshot of the challenges, opportunities and developments that are influencing CX at present, and features analysis from senior CX practitioners and leaders from CXPA Finland, Dhruva Express, Hastings Direct, John Holland Group, Maven Clinic, PetCo, The NTWK, YLE and Talkdesk.

Now in its eighth year, this edition of our flagship annual report is also the first in the Global State series to examine the profit and loyalty benefits delivered by disruptor technologies such as generative AI and virtual reality.

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Download the Global State of CX 2024 to discover:

  • Why data and analytics are growing in importance for CX practitioners.
  • What our network members and their customers think about AI.
  • How practitioners are working to build recognition of CX as a key business driver.

 

CX Network is already researching the Global State of CX for 2025. To find out more and complete the survey, click here

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Quick links 

The Global State of CX 2023

The Global State of Customer Experience 2022

Global State of Customer Experience in EMEA 2022

Global State of Customer Experience in Financial Services 2022

The Global State of Customer Experience in 2021

The Global State of Customer Experience 2020

The Global State of Customer Experience 2019

The Global State of Customer Experience 2018

The Global State of Customer Experience 2017

The Global State of Customer Experience 2016

 

 

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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