Verint：2024 数字客户体验报告（英文版）（20页）.pdf

1、THE STATE OF DIGITAL CUSTOMER EXPERIENCE REPORT 2024 An analysis of customer and business CX expectationsFive trends to better understand your customers and competition2023 RetrospectiveOverviewCustomer Survey Data AnalysisTrend 1:Your Customers Want Answers Now;They Dont Care HowTrend 2:Terrible CX

2、 Risks Losing 70%of Your CustomersTrend 3:Customers Want Better Bots for Self-ServiceCustomer Survey ConclusionBusiness Survey Data AnalysisTrend 1:Businesses Are Investing Big in AITrend 2:Businesses Want to Deliver AI OutcomesBusiness Survey ConclusionConclusionMethodology345681113141516181920Tabl

3、e of ContentsTHE STATE OF DIGITAL CUSTOMER EXPERIENCE REPORT 2024In last years report,we declared that“AI is no longer the future.Its here.”Fast forward twelve months,and artificial intelligence has come to the masses.So,what does this mean for customer experience(CX)?Has the widespread adoption of

4、powerful automation raised the bar for consumer expectations?How must businesses evolve to keep pace?As CX becomes increasingly digital,the pressure to stay ahead of technological advancements is mounting.The shift to digital channels is no longer a mere trend but a crucial strategy for survival in

5、competitive markets.Well explore all of this and more in this years State of Digital Customer Experience,drawing on survey data from 450 industry leaders and 1,500 customers to provide valuable insights to help guide your CX strategy today and for years to come.2023 Retrospective3The CX Automation C

6、ompanyTMThe CX Automation CompanyTM4THE STATE OF DIGITAL CUSTOMER EXPERIENCE REPORT 2024The Verint State of Digital Customer Experience 2024 analyzes the changing customer preferences and behaviors that impact customer experience strategies for enterprise brands.This report provides a comprehensive