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State of the Customer Experience
The New CX Era:
What It Is & What It's Not
Effortless experiences beat "unforgettable" customer experiences.
Make CX forgettably quick and intuitive
Customer attention spans are getting shorter. The average human now loses focus after 8.25 seconds—less time than it takes to tie your shoes.
Customer profiling is only as good as the actions you can plan.
Predictive analytics powers data-driven decisions
The global predictive analytics market is expected to grow to over $44.3 billion by 2030.
Information Technology (IT) is taking down the silos.
A winning omnichannel strategy will value quality—not quantity—of channels.
Prioritize fraud prevention and unify the tech stack
Digital fraud is at an all-time high, up 382% since the pandemic.
Stay open to adopting new channels
According to GSMA Intelligence, by 2030, there will be 6.3 billion unique mobile subscribers globally, with five billion global 5G connections.
This year’s new CX project needs to pay for itself... in this year.
Wait—
What About AI?
Leverage a pragmatic lens to find high value use cases
With CSG Bill Explainer, companies enable digital resolution of up to 70% of billing inquiries, eliminating customers’ need to contact the call center.
Take a crawl-walk-run approach to CX change
Average CX quality in the U.S. dropped for an unprecedented second year in a row in Forrester’s U.S. CX Index Rankings in 2023.
A new page is turning in the CX leader playbook.
How people have typically thought about their customer experience strategy is shifting under their feet. In this year’s State of the Customer Experience Report, we break down five major changes to conventional wisdom based on industry studies, CSG data, and in-year experiences working with our clients. We also provide steps you can take today to adapt to those changes and deliver winning CX this year and beyond.
Fill out the form to get a free copy of the 2024 CSG State of the Customer Experience report.
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Ready, set, get ahead.
Discover the essentials required to get ahead of the curve in 2024 – and how to best serve your customers today, tomorrow, and ten years from now.
Go Beyond Buzzwords.
Move Metrics With Real Strategy.
Fill out the form to get a free copy of the 2024 CSG State of the Customer Experience report.