Predictions Report

Predictions 2024: Customer Experience

Technology And Tradition Collide

October 25th, 2023
With contributors:


In 2024, customer experience (CX) leaders will navigate turbulence among the rise of generative AI (genAI), traditional approaches to business, and economic uncertainty. Sunlight will shine through the clouds for many CX leaders: The global average CX will improve, and half of large brands will experiment with customer-facing genAI and report CX metrics to investors. However, clouds will remain for even the most expert navigators: CX leaders’ ambitions for inclusive experience design will be undercut by internal policies, overwhelmed CX teams will have to turn away work, and only a few companies will connect CX metrics to financial business outcomes.

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