fbpx

CX Leaders Trends & Insights

2024 Corporate Edition

An Execs In The Know Report Series

  

CX Leaders Trends & Insights Series

CX Leaders Trends & Insights provides in-depth insights into the experiences and perspectives of both consumers and practitioners alike, including commentary and analysis from Execs In The Know community members.

The CX Leaders Trends & Insights Series is published twice yearly,
including a fall Consumer Edition and a late winter/early spring Corporate Edition.

CX Leaders Trends & Insights

Corporate Edition - Published March 2024

Results from the 2024 CX Leaders Trends & Insights Corporate Edition report reaffirm the trends identified last year, showing a growing investment in AI-powered customer experience (CX) technology despite challenges posed by legacy systems and budgetary pressures. Regardless of these obstacles, companies are excelling in doing more with less and prioritizing customer-centric approaches, leading to increased success in driving loyalty and influencing organizational operations. As the industry embraces innovation, it’s crucial for CX leaders to remember the significance of their people, particularly as the shift back into the office gains momentum. By prioritizing people-first strategies, brands can build the necessary relationships to surmount current challenges and thrive in the coming year.

Key Insights

  • Seventy-three percent of organizations are currently investing in AI for their CX operations, up from 48% year-over-year
  • The most significant challenge for CX operations is “Legacy Systems/Processes/Tools,” with 35% of CX leaders naming this as their biggest challenge
  • Seventy-six percent of respondents described the influence of CX at their organizations as either “Extreme” (25%) or “Moderate” (51%), with only 7% describing CX’s influence as “Little” or “None at All”

  • Read and download the full
    2024 CX Leaders Trends & Insights Corporate Edition report.


practitioners' perspectives

A heartfelt thank you to all the CX leaders who contributed their
insights and experiences as a part of this release’s Practitioners’ Perspectives.

These individuals include:

 

We’d also like to take this opportunity to thank our edition sponsor, TELUS International, our distinguished partners and collaborators on this report. TELUS International’s commentary can be found on pages 6-10.

Explore Other Industry Research

  • CX Leaders Trends & Insights

    CX Leaders Trends & Insights reports provide in-depth insights into the experiences and perspectives of both consumers and practitioners alike, including analysis and commentary from Execs In The Know community members. The CX Leaders Trends & Insights reports are part of a series that is published twice yearly, including a fall Consumer Edition and a winter/spring Corporate Edition.

  • CX Hot Topics Research

    Deep dive into some of the hottest topics within the industry. From Industry-based Reports, to Self-Help Solutions, Gig, Work-From-Home, AI, and more – put your finger on the pulse of the industry and discover which topics are being discussed and investigated within the Execs In The Know community.