451 Research: 2024 Trends in Customer Experience & Commerce

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.

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