1、The New CX Era What It Is&What Its Not State of the Customer Experience2024 CSG SYSTEMS INTERNATIONAL,INC.AND/OR ITS AFFILIATES(“CSG”)CSGI.COM2ForewordConsumer demands are causing a seismic shift that your business needs to deliver on with a well-considered CX strategy.This shift,driven by increasin

2、g expectations and the rapid evolution of tools and technologies,is fundamentally altering how the world operatesand especially how customers interact with businesses.These advancements are reshaping the landscape of customer interactions and redefining the very essence of CX.The conventional wisdom

3、 that once guided CX strategies is being challenged,making way for innovative approaches that leverage an overwhelming amount of data to create digital intelligence.Personalized,efficient and engaging customer experiences are no longer the exception.They are table stakes.Businesses that lean in and

4、embrace this change will be massively rewarded through increased customer lifetime value because of the differentiated experience they will provide.But not every new martech tool or journey map will be spot onCX improvement will take an agile approach that can continuously meet evolving needs and KP

5、Is.It is essential to cut through all the buzzwords and identify strategies that can genuinely enhance your organizations CX.Remember that the goal is not to chase after every new trend,but to focus on actionable insights.We have designed this report with this exact objective in mind:to give you pra

6、ctical guardrails as you explore the art of the possible.As consumer expectations shift,so too must our mindset.Liz Bauer EVP,Chief Experience Officer,CSGSee a Special Message from Liz Bauer2024 CSG SYSTEMS INTERNATIONAL,INC.AND/OR ITS AFFILIATES(“CSG”)CSGI.COM3A New Page Is Turning in the CX Leader