Acquia：2024 客户体验趋势报告（英文版）（34页）.pdf

1、State of the Marketer:Creating Compelling Customer Experiences in Challenging TimesCustomer Experience(CX)Trends ReportTable of Contents03Executive Summary04About the Survey05Marketers Strive for Excellence as the Ground Shifts Beneath Them09Content Creators Prioritize Capabilities That Move the Nee

2、dle for CX14A Deeper Dive Into a Transformative Technology19Marketers Experience Wins and Setbacks in Creating Engaging Customer Journeys 31Summary and Takeaways25Build Trust With Consumers to Earn the Data That Fuels Effective Digital CXState of the Marketer:Creating Compelling Customer Experiences

3、 in Challenging TimesPage 02In todays crowded digital landscape,marketers struggle to break through with digital customer experiences(CX)that are productive and frictionless for the user.The rapid pivot to digital that many organizations executed during the pandemic is projected to cause a durable s

4、hift in the way consumers and businesses make purchases,with even more commerce projected to move online through at least 2025,according to the U.S.Department of Commerce.To succeed in this environment,its imperative that marketers find ways to differentiate their organizations and break through the

5、 digital cacophony.They must be able to create and bring to market compelling,productive digital experiences across all areas of the buying and customer service cycle.Marketers should be able to deliver these experiences intuitively.Speed to market with compelling websites,commerce sites,mobile appl

6、ications,digital signage,portals,or intranets for employees,students,or patients is mandatory as marketers experiment and iterate particularly with the rise of artificial intelligence(AI).A clear customer journey,powered by an organizations customer data and content,is also critical and should enabl