Observed Signal · Jan 8, 2024 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
2024 CX Strategy: Unify Data, Fix Friction, Prioritize GenAI
This editorial explores what hindered customer experience (CX) delivery in 2023 and outlines priorities for 2024, drawing on insights from CX expert Tracey Dunlap (Jenius Bank) and several CIOs including Isaac Sacolick, Martin Davis, and Deb Gildersleeve. Key challenges identified include fragmented data across platforms, outdated systems, misaligned executive priorities, and friction points in customer journeys. For 2024, experts recommend launching next-gen mobile experiences, embedding personalization based on customer data, and transforming search into natural language query (NLQ)/prompt/GenAI experiences. The article also underscores the business case for CX investments, citing Salesforce research showing that 88% of customers view experience as important as product or service. CIOs and CMOs are urged to collaborate closely to understand and improve customer journeys, with a clear focus on aligning CX initiatives with business strategy to drive revenue and loyalty.
Provides strategic insights for CX leaders, relevant to MarTech but not a major industry-shifting event.
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Key Takeaways & Evidence Grounding
- Tracey Dunlap is head of CX Design and Research at Jenius Bank.
- Isaac Sacolick is a former BusinessWeek CIO.
- Salesforce research cited in Tiffani Bova's book found 88% of customers consider experience as important as product or service.
- The article recommends prioritizing next-gen mobile experiences and personalization in 2024.
- Experts advocate for transforming search into NLQ/Prompt/GenAI experiences.
Connected Companies & Entities
1 Entity mapped“Salesforce found in its research shared in Tiffani Bova's book, 88% of customers feel that the experience a company provides is as important...”
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