All Things Experience: Edition 31

Welcome back to All Things Experience, the newsletter that keeps you updated on the most recent happenings in the world of experience.?

This week it’s all about the great shifts that are happening within the world of CX and EX. First, the latest numbers on continued declines in customer experiences across industries, from Forrester. Then we’re looking at why experts think another Great Resignation could be in the works. Plus, we’ve got new opportunities for you to connect with global experience practitioners all over the world throughout 2024 and new findings on social media’s growing role in shaping the buyer’s journey.?

Now let’s get into it.

Worth the Read | Customer Experience Is at an All-Time Low

The findings are in. According to Forrester ’s annual Customer Experience Index , CX ratings are lower than ever. This year’s average is 69.3, down from 70.9 in 2023. That’s three straight years of declines. What’s more, nearly four in 10 brands saw their CX scores drop significantly.?

Get the latest about what these results mean for organizations, including what CX teams can do to turn things around with a comprehensive analysis from EMARKETER .

A Look at What’s Coming | New PwC Survey Suggests a Great Resignation 3.0 Could Be Looming within the Year

More than one in four workers say they’re likely to switch jobs within the next 12 months, according to a new 普华永道 survey of more than 56,000 employees across 50 countries.

“This figure marks a notable increase compared to the peak of the ‘Great Resignation’ in 2022, which saw 19% of workers considering a change,” reports CIO Online .?

The contributing factors?

• Heightened uncertainty
• Rising workloads
• Continued financial stress
• Workers’ prioritizing opportunities for growth and learning new skills and emerging technologies

Find out more about what’s driving this trend on CIO.com .?

Save the Date | Medallia Experience Is Going Global in 2024

Building on the movement we kicked off at Experience ‘24 in Las Vegas earlier this year, the Experience conference is hitting the road. We’ve already visited Paris and Munich this summer, and we’re going to even more cities across the globe in the coming months. Save the date for your nearest upcoming event. Here’s where we’re headed the rest of the year:

• Mexico City: September 25, 2024
• London: October 9, 2024
• Melbourne: October 15, 2024
• Barcelona: October 22, 2024

Find out more about your chance to connect with experience leaders all over the world to transform your brand’s customer and employee experiences.?

New Research Report | Social Media's Role in the Shopper Journey

Social media is the #2 way consumers discover new products that they ultimately buy, according to the latest from Medallia Market Research. Get your copy of our new report to find out all about:

• Gen Z’s unique discovery and buying patterns
• The power of TikTok vs. Facebook, Instagram, Snapchat, and X over shoppers’ decision-making
• The most common products discovered via social media
• …and more

Quick Hits | Notable News & Notes

Before you go, here are a couple more things you might find interesting:

• What is the team at Meta ’s virtual reality and augmented reality division, Meta Reality Labs, doing to improve the customer experience and advance their CX program? Tune into our latest webinar Beyond the Survey: How Comprehensive Experience Programs Enable Action to get real-world lessons from the company’s leading CX practitioners.?
• Find out how enterprise leaders are preparing for a GenAI future and embracing AI to power improved digital experiences, via Fast Company .?

Thanks for reading, and we’ll see you in a couple of weeks!

- Madeline Buyers , Content Marketing & Social Media Senior Specialist at Medallia