2024 CXM Imperatives: From Customer Engagement to Empowerment

This is the 2024 CX Imperatives, “Engagement to Empowerment: Winning in Today’s Experience Economy.” It’s a consumer-focused research report
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What makes a great brand experience? What have consumers come to expect? And are you meeting those expectations? 

In Q4 2023, we conducted a global survey of 2,100 consumers to answer these questions. We learned a lot about today’s buyers, from their preferences in communication to their attitudes about emerging technology. For example, we found that 55% of respondents want future experiences with brands to be more affordable or cost-effective. 

Our findings are the basis for the first report in our 2024 CX Imperatives series. In this consumer-focused installment, you’ll learn:

  • How consumers view brands’ use of customer data, AI in marketing, and more
  • Customer expectations and preferences for digital versus in-person engagements with brands
  • Actionable imperatives for CX professionals for 2024
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