Planning Guide Report

Planning Guide 2024: Customer Experience

Realign Spending To Drive Action And Impact

August 1st, 2023
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
David Truog, VP, Principal Analyst
David Truog VP, Principal Analyst
With contributors:
Rick Parrish , Colleen Fazio , Daniel Portillo , Shayna Neuburg

Summary

A 64% majority of US customer experience (CX) leaders expect larger budgets to help them face a turbulent economic and business environment. Regardless of their budget status, CX leaders who want to reverse declines must invest to drive customer-focused action. This means investing more in tech to create and improve experiences, critical employee skills, unstructured feedback, and predictive modeling. To free up resources for these investments, cut spending on redundant tech, superfluous surveys, and rarely used skills.

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