STUDY: CUSTOMER EXPERIENCE TRENDS 2024

Download — Study CUSTOMER EXPERIENCE TRENDS 2024

CX Trends 2024

Outlook for 2024: mixed picture for trade and industry

What will the customer experience look like in the future? In our market analysis "CUSTOMER EXPERIENCE TRENDS 2024", we analysed data from more than 200 companies on strategy and technology approaches.


Retail companies are faced with various challenges, particularly with regard to external fluctuations and uncertainties in the supply chain. In order to be able to react more quickly to changes, IT landscapes and ecosystems need to be designed more flexibly so that they can be scaled as required at any time.

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CX Trends 2024

How companies optimise the customer experience through the flexible integration of technologies, data and strategies

The biggest goals for ambitious companies are

  •   Expand target groups 
  • Achieve growth
  • Address customers consistently across all channels
  • Plan, optimise or expand CX strategy 
  • Overcome difficulties with further integrations
  • Exploring sales channels from online shops and mobile apps to social commerce and marketplaces

You can find out how far companies have progressed in implementing their CX strategy and which KPIs can actually be used to measure customer satisfaction in the study.

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