What technology trends will shape customer experience (CX) in 2024??
We asked more than a hundred CX professionals to share their perspectives on the future of CX. Here are some of our findings:?
- 56% of organizations are cautious about the adoption of new technology and the levels of technology adoption increase as Customer Experience Maturity increases.?
- Privacy and security concerns are not the primary obstacles to new technology adoption, with 87% of respondents selecting other factors as the main barriers.?
- There’s a consensus that, although technology will play a significant role, preserving human interaction and empathy remains critical for effective customer experience management in the future.?
- Only a small portion of organizations can be categorized as truly customer-centric based on their approach to customer operations and practices.?
Read the full report for a comprehensive overview of the future landscape of Customer Experience and the technology trends anticipated in 2024 and beyond.?
