CMSWire Releases the 2024 State of the Digital Customer Experience Report

The annual report surfaces insights from more than 1,100 executives and uncovers a greater need for cross-departmental collaboration and advanced DCX solutions with the rise of generative AI.

SAN FRANCISCO, CALIFORNIA, USA, January, 23 2024 CMSWire, the world’s leading community of customer experience professionals created by Simpler Media Group (SMG), announced today the release of the 2024 State of the Digital Customer Experience report, which provides an authoritative view of the current forces shaping the digital customer experience marketplace and practitioner landscape.

In the ninth edition of the annual report, the CMSWire Insights team uncovered analysis and on-the-ground facts from more than 1100 customer experience leaders and practitioners, all of whom submitted survey responses from July through September 2023. The report highlights the current state of the digital customer experience — both challenges and opportunities — and offers insight into what’s next and how companies are navigating current shifts in consumer behavior.

Key takeaways from the report include:

• DCX is a top priority: 81% of businesses consider digital customer experience extremely or very important, recognizing its essential to business success.
  
• Cross-departmental collaboration is critical: A lack of collaboration between departments is the biggest challenge, underlining the importance of structured strategies to enhance DCX.
  
• There is a growing investment in sophisticated DCX solutions: There’s a notable shift toward investing in advanced tools like DXPs and CDPs.

CMSWire’s CEO Brice Dunwoodie commented on the report’s findings: “The DCX landscape is evolving more rapidly than ever, driven by generative AI and advanced technology. It’s clear from the data that organizations who embrace innovation, put an emphasis on companywide collaboration and invest in these key technologies will be best positioned to succeed in this new era.”

SMG’s VP of Research & Insights, Sarah Kimmel, commented further, “There’s clearly a heightened awareness of AI’s future influence on DCX in the next 2-5 years. Those anticipating a “transformative” or “significant” impact of AI and Machine Learning (ML) grew from 60% to 73%. Conversely, respondents expecting a “modest” or “minor” impact is declining, with only 1% believing there will be no impact.”

Download the full report to view the in-depth analysis and full set of key findings.

About Simpler Media Group

Publishing
Simpler Media Group (SMG) is a B2B technology information and research services company serving a 7 million+ strong community of global digital business leaders. Our Mission: Advance the careers of our members via top-tier knowledge and networking. Our flagship publication, CMSWire, is complemented by our Reworked publication and our latest VKTR publication, focused on the business of enterprise artificial intelligence.

Research
The research division produces a range of annual state of the industry reports, quarterly market segment guides and a set of focused industry insights briefs. We offer performance marketing, custom research, content development and custom event production services directly to our clients.

Awards
SMG’s annual IMPACT Awards include the “Employee Experience Leader of the Year” and “Customer Experience Leader of the Year” which recognize the important work and impact of senior employee and customer experience leaders.