Planning guide 2024: Customer experience

Realign spending to drive action and impact.

A 64% majority of US customer experience (CX) leaders anticipate larger budgets amid economic challenges

As CX leaders, you face unprecedented challenges like declining CX quality, the impact of generative AI, and ongoing economic uncertainties. The need to prove your value to the organization is greater than ever.

In this volatile environment, success depends on your strategic investments in customer-focused initiatives that align with your organization's goals.

The "Planning Guide 2024: Customer Experience" provides you with the tools and strategies to not just survive but thrive in this unique era.

This report is usually only available to Forrester clients and for purchase, but UserTesting has made a complimentary copy accessible to everyone for free (only for a limited period of time).

In this guide, you’ll learn:

• How CX leaders plan on spending their budget in 2024 and compare your own CX investment allocation with others.
• The keys to turning around declining CX quality and maximizing value for customers.

• Tips for auditing and honing in on the most effective resources and programs as well as identifying the ones to reduce spending on.

• Tips for what to do about the surge in emerging generative AI tools and if you should or should not be investing in it.

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