Nextiva：2024客户体验报告（英文版）（28页）.pdf

1、20242024State of Customer ExperienceThe state of the customer experience is changing rapidly and that speed keeps picking up as AI and automation capabilities grow.The State of CXat a GlanceThe state of the customer experience(CX)and how customers interact with brands are undergoing a seismic shift.

2、Modern customers crave a personalized touch throughout their journey.This constant evolution presents high hurdles but lucrative possibilities if you can adapt to the changes.Dont just take our word for it,though we asked business management and senior leaders across several industries for their opi

3、nions on the state of CX today.They told us that preferences are changing faster than ever,and businesses are searching for the right tools to help them keep up.Those tools also need to leverage artificial intelligence(AI)to personalize CX and give support teams the resources they need to improve sa

4、tisfaction.To succeed in creating an intelligent CX,you need to possess a clear vision for your entire customer journey.Youll also need a dedicated team passionate about crafting and implementing your CX strategy and a modern tech stack that empowers seamless interactions across all channels.By keep

5、ing an eye on key trends and bridging existing gaps in your strategy,you can craft a CX that delivers unwavering loyalty,propels growth,and positions you to thrive in the ever-changing world of CX.MethodologyUnless otherwise cited,all research in this report stems from a survey conducted by Nextiva

6、in April 2024.We interviewed 109 business management and senior leadersfrom multiple industries workingfor companies with more than 10 employees.At the time of the survey,these respondents had roles in management,customer service,IT,business strategy,or marketing.02Whats Inside?04 0615162128What Do