Our Customer Experience Management (CXM) key issues research is based on annual surveys that capture the market’s pulse on key aspects of the global sourcing industry. Enterprises, amid growing concerns about challenging macroeconomic conditions and geopolitical adversities, maintain a positive outlook. They anchor this optimism in the transformative potential of emerging technologies and the ever-evolving landscape of consumer behavior. The driving force for 2024 will be the pursuit of doing more with less.
While enterprises anticipate the overall CXM services spend to remain flat or increase moderately in 2024, there is a noticeable surge in the popularity of gen AI / Large Language Models (LLMs), influencing Customer Experience (CX) investments and their potential impact on overall CX operations. Consequently, enterprise expectations from CXM providers have evolved beyond delivery footprint and flexibility to include innovation, technology support, and customer experience.
In this report, we present the results of a study conducted in October and November 2023 with senior CX stakeholders from global enterprises. The aim was to understand their thoughts as they planned for 2024. The report examines how leading global enterprises were impacted in 2023 and how they plan to deliver accelerated value with their CXM services in a dynamic world
Scope
Geography: global
Industry: cross-industry
Service: CXM
Contents
In this report, we examine:
Top business challenges and priority shifts in 2024
Key themes defining the CXM industry amid geopolitical uncertainty
