1、Jump tosectionForeword and about the respondentsA snapshot of CX spendingGetting to know the customer of 2024 CX in 2024The impact of technology on CXCX and the modern organizationConclusionFeaturing insights from CXPA Finland,John Holland Group,PetCo,Hastings Direct,YLE,Maven Clinic,The NTWK and Ta

2、lkdesk RESEARCHREPORT2024Brought to you in association withINSIDEWhy data and analytics are growing in importance for CX practitionersHow investment priorities change according to budget size Why practitioners are working to build recognition of CX as a key business driver THE GLOBAL STATE OF CXHow

3、generative AI,data and customer demands are shaping CX in 20242 Foreword and about the respondentsA snapshot of CX spendingGetting to know the customer of 2024 CX in 2024The impact of technology on CXCX and the modern organizationConclusionForeword and about the respondentsForewordAI is top of mind

4、and disruptor tech is driving early gainsSince late 2022,awareness of the power and potential of generative AI has been growing across the business world as revolutionary new tools entered the mainstream.Although no stranger to CX,as a result of this,artificial intelligence(AI)in all its forms is no

5、w playing an ever-bigger role in experience design and delivery.These trends,however,are not limited to the organization and in 2024,CX is about more than fielding inquiry volumes or closing feedback loops:practitioners have the tools and data to inform and support the wider business strategy.The Gl

6、obal State of CX 2024 is based on the findings of CX Networks Global State of CX survey,completed by 282 CX practitioners,service leaders,experience designers,analysts and consultants from around the world,between January and March 2024.As always,the report examines the customer behaviors,corporate