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 CX Network members, this is the Global State of CX in 2024.

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.

Download the Global State of CX 2024 to discover:

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