Quantifying the customer experience across the buying journey reveals that addressing points of friction through the use of technology advancements represents at least a $250 billion opportunity over a six-month period. A top priority for businesses in 2024 and beyond is to focus on an emerging metric called the "total experience" to ensure not only ideal customer experiences but also transformational outcomes at all levels of the business — from employees to customers to products — to create competitive advantage.
Explore the ten key trends that the 451 Research analysts anticipate will affect the CX landscape in 2024.
Introduction:
The year ahead holds significant promise for IT, especially considering the recent upheaval that swept across the field. Enterprises scrambled to address the changes caused by the COVID-19 pandemic, and vendors and service providers pivoted to fill the needs that these shifts created. This report looks at five key areas in IT that will have significant impacts today and in the near future. They are bound together by the need to more closely connect technology to the people who interact with it, shifting technology from an end to a means. Technology must serve new models of work, meld dispersed elements of infrastructure, and inform and enhance customer experience while securing the systems and information that drive it.
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