2024 CX Imperatives

Find out what both brands and consumers think in our CX Imperatives global research series covering attitudes and approaches to customer experience.

What is the blueprint for great CX in 2024?

What do business leaders and consumers think about today’s customer experiences? We wanted to find out, so we asked them directly.

Merkle conducted a global survey of 2,100 consumers and 820 business leaders to learn about their attitudes, expectations, and activation of customer experiences. Our respondents spanned 18 countries and 8 industries. We learned a lot–from customer perceptions on data usage by companies to how brands are incorporating AI in their CX strategies.

Access our reports today to get an in-depth look at the CX landscape and to learn how you can elevate your own CX strategy today.

2,100

consumers surveyed globally
820

business leaders surveyed across the global
18

countries included in the survey data
8

industries represented

2024 CX Imperatives: Part 1

From Customer Engagement to Customer Empowerment

Our first installment of our research focuses on consumers’ expectations of a great experience. We ask them about their preferences in communication, how they feel about sharing their data, and what they want out of their brand experiences.

LEARN MORE

2024 CX Imperatives: Part 2

Winning in Today’s Experience Economy: What CX Leaders Do Differently

Our second report spotlights business leaders and their CX strategies. We identify the approaches of leading CX organizations, and explore their team organization, technological implementations, and integration of customer feedback.

READ THE REPORT