From Customer Engagement to Customer Empowerment


From Customer Engagement to Customer Empowerment

2024 CX Imperatives:

From Customer Engagement to Customer Empowerment

2024 CX Imperatives:

From Customer Engagement to Customer Empowerment

2024 CX Imperatives:

From Customer Engagement to Customer Empowerment

2024 CX Imperatives:

From Customer Engagement to Customer Empowerment

What are customers looking for in 2024? 

What makes a great brand experience? What have consumers come to expect? And are you meeting those expectations?   

In Q4 2023, we conducted a global survey of 2,100 consumers to answer these questions. We learned a lot about today’s buyers, from their preferences in communication to their attitudes about emerging technology. For example, we found that 55% of respondents want future experiences with brands to be more affordable or cost-effective. 

  • 58%

    of consumers are highly concerned whether their data / privacy / identity is being protected

  • 55%

    of consumers want future experiences with brands to be more affordable or cost-effective

  • 46%

    of consumers want future experiences with brands to be easier or more convenient

  • +20%

    or more of consumers across all industries strongly prefer human experiences when requesting support

Grab your copy now

Downloading our consumer report means you'll be among the first to receive future installments of our CX research in 2024. Still interested in our findings? Continue below to learn more in this years' CX Imperatives. 

In this consumer-focused report you’ll learn: 


In this consumer-focused report you’ll learn: 

In this consumer-focused report you’ll learn: 

In this consumer-focused report you’ll learn: 

In this consumer-focused report you’ll learn: 

In this consumer-focused report you’ll learn: 

Consumer attitudes toward data collection, AI, and more 

Rethink what great CX really means from the consumers’ point of view and whether they believe brands truly have their best interest at heart.

Customer preferences for digital vs. in-person interactions

It’s not a simple story of digital migration; consumers want a mix of options, depending on what they’re trying to accomplish.

Usage and perceived impact of emerging technologies

Consumers are willing to experiment with a broad range of new technologies, but the technologies brands are doubling down on aren’t always the ones customers find most effective.

CX Imperatives

“This research provides reported consumer preferences about their brand experiences— not conjecture.”

Quote
More than ever, customers know exactly what they want, where to get it, and how long it should take. It’s up to us, as leaders of brands and businesses, to deliver on these expectations — or else.
Author
Pete Stein
Author Description
Global Practice President, Merkle

Past Editions


Past Editions

Past Editions

Past Editions

Past Editions

Past Editions

2023 Imperatives Cover - Scaling Up: Designing Tomorrow's Experiences Today 2023
2022 CX Imperatives cover 2022
2021 CX Imperatives logo 2021
2020 CX Imperatives cover 2020
2019 Marketing Imperatives cover 2019
2017 Marketing Imperatives cover 2017