The state of the customer journey experience 2023-2024

For several decades, a customer’s experience of a brand or organization has been designed and delivered by the brand itself, putting the journey map at the heart of experience management. Today, however, new capabilities are enhancing the customer journey experience and empowering customers with the freedom to take their own journeys on their own terms.

For this research report, CX Network surveyed 100 CX practitioners across the US and Canada, South America, Europe, the Middle East, the UK and Ireland to find out about the maturity of their customer journey experience, the challenges they face around the customer journey and how they rate the technology available to them at present.

Based on the results of that survey, The state of the customer journey experience 2023-2024, produced in association with Alterian, explains how to put customers in the driving seat and deliver the best experience for their journey.

Download this report to find out:

• How optimizing the customer journey experience drives satisfaction, higher revenue and lower costs.
• The greatest roadblocks practitioners face when working to deliver optimized journey experiences.
• How CX Network members envision AI-powered journey management evolving in future.